• OnTask
• Tampa, FL, USA
• Full Time
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OnTask has gained initial traction and has exceeded 100 paid customers so the division is now looking to add more focus to customer success, incremental adoption, and renewals. As a member of the OnTask Customer Success team, you will work with a fast-paced, highly motivated and entrepreneurial team. You will work directly with our customers to ensure success; from onboarding through expansion into the organization with more use cases.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
• Ensure assigned OnTask customers are receiving elite value from their OnTask subscription
• Provide timely second level customer support via live chat, online meetings, and email.
• Collaborate with the support department managers to help make recommendations and help develop their support procedures regarding product items.
• Respond to technical and non-technical customer inquiries, such as product information, pricing, maintenance and billing questions
• Perform escalated support duties; working directly with customers to determine whether issues are related to the product or the customers' custom workflow.
• Assist customers and professional services team building and maintaining workflows for customers.
• Successfully onboard new customers, help set up their account, troubleshoot issues and ensure they quickly get the most out of the OnTask platform
• Monitor customer OnTask usage and look for opportunities to increase their number of use cases, workflows, and transactions
• Operate as a trusted advisor to customers; develop, maintain, and business relationship
• Understand the customer's business and technical needs; pursue opportunities for OnTask expansion and integration
• Be a champion for customers and advocate for their interests by promoting new features during backlog grooming and selection for development
• Be an expert power user of the OnTask platform with the ability to teach others, and develop new meaningful ways to use the platform and increase its adoption
• Contribute to the development of customer support, customer onboarding, training and other processes.
• Contribute to marketing and support activities as needed to include developing OnTask videos and written content for customer consumption
• Understand the customer personas and align upsell campaigns with the product messaging
• Build custom workflows for new and existing customers
• Track customer communications and information in Hubspot/CRM.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities for direct reports.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SKILLS AND ABILITIES:
Required:
• Familiar with computer hardware/software OS and technologies
• Previous experience in sales engineering, software development, support or customer success.
• Aptitude or experience supporting high technology software, hardware, IT products, document management to small and medium sized firms
• Strong organizational, problem-solving, and analytical skills
• Ability to work on complex projects with general direction and minimal guidance
• Proven success building long-term relationships with customer contacts; growing business revenue within assigned vertical a plus
• Experience managing several independent tasks simultaneously.
• Proven critical thinking, and business acumen with ability to effectively communicate with all levels of management
• Ability to challenge/question highly technical people to get them to consider alternatives.
• Comfort with ambiguous challenges
• Ability to take initiative and contribute to a high-performance team
• Excellent verbal, written and interpersonal communication
• Ability to think from diverse perspective and drive creative solutions for our clients
• Patient and attentive; low tolerance for mistakes
Preferred:
• Understanding of, and some experience with, No-Code Tools, Process Mapping, Workflow Development, Web Technologies, and RESTful APIs
• Experience supporting web applications
TRAVEL: 5-10% travel may be required.
EDUCATION AND/OR EXPERIENCE:
Bachelor of Science Degree in Computer Science or related field and two plus years of related experience in technology support, web application implementation, technical account management, or implementation consulting; or equivalent combination of education and experience.
ABOUT ACCUSOFT:
Accusoft is a software development company specializing in content processing, conversion and automation solutions. From out-of-the-box and configurable applications to APIs built for developers, we help organizations solve their most complex content workflow challenges. Our patented solutions enable users to gain insight from content in any format, on any device with greater efficiency, flexibility, and security.
CULTURE and PERKS:
Founded in 1991, Accusoft brings together an extremely talented, intelligent group of people to solve challenges and work together on some of the most sophisticated imaging technology in the world. We surround ourselves with creative and innovative thinkers who care about what they create and want to be part of the solution.
Some other unique things about us...
• Great work-life balance
• Flexible work-from-home offered
• Discounts off food provided by local restaurant vendors
• Monthly Birthday Celebrations
• And a Social Committee dedicated to coordinating fun virtual activities for the team
COMPENSATION AND BENEFITS:
Competitive salaries, quarterly bonus program, and excellent benefits are provided with a minimum waiting period. Some of our benefits include 401k, vacation, paid holidays, tuition reimbursement, stock option plan, comprehensive health and dental plan, company paid short & long term disability, and life insurance, a fun family-oriented environment, and more! Join our Tampa, FL based team for a rewarding career in digital imaging!
ACCUSOFT CORPORATION is an Equal Opportunity Employer/Drug-Free Workplace. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, genetics, national origin, veteran or disability status.
Accusoft https://accusoft.applicantpro.com