The Opportunity
We are looking for someone who is fundamentally curious, excited about new technologies and frequently finds themselves "peaking under the curtains" to understand how new technology is built and what makes it work. And since we are a b2b software company, we are also looking for someone who can quickly become a subject matter expert on our platform so they can help to resolve questions, concerns and enhancement requests – while also providing continuous pro-active management of our clients to assure our mutual success.
You’ll work with a world class team - industry visionaries from some of the top global technology and human capital management companies. You’ll be a part of a company that will change the marketplace for how large companies hire and retain their employees. And this is a fantastic opportunity for someone to roll up their sleeves, take real ownership of delivering super-star quality support to our customers, and who is motivated by the opportunity to work for a ground-breaking company at an early stage.
About Us
We have built a unique solution that solves an age-old recruiting problem for employers of large, entry-level/hourly workforces: the inability to successfully identify, hire, and keep top-performing employees. Utilizing a software-as-a-service platform, our solution embeds calibrated, predictive assessments within an automated job application process so that our customers can identify employees who have a higher likelihood of staying on the job and performing at high levels of productivity. We have a team of PhDs developing our “predictive analytics” based solution, which is revolutionary in that it uses actual post-hire data to optimize itself and become “smarter” over time as it learns and becomes increasingly predictive.
We are fortunate that our product is uniquely attractive in tough economic environments and we are well positioned to be an industry leader supported by a world-class team. We are also venture-backed by two of the most reputable venture funds in the Valley, and are well-capitalized to add to our already significant customer base into 2010.
What You Will Do Each Day
On a daily basis you will be working closely with customers, consulting with them on best practices for utilizing our technology platform and identifying product enhancements that can be delivered to optimize the customer experience. It is our belief that companies all-too-often invest in expensive technologies, but under-utilize these technologies because their end-users do not fully appreciate/understand the available capabilities. For this reason, we invest significant resources in ensuring that our customers are fully utilizing our platform to gain maximum value.
The Service Delivery Consultant is a key component of this vision – you will live and breathe our customers’ needs and so we as a company can proactively support our customers through the lifecycle of an account.
On a daily basis, key responsibilities will include:
- Trouble-shoot support requests and then work with internal teams to resolve outstanding support issues (generally this requires responding to technical support telephone calls and emails and then identifying, researching, and resolving these requests)
- Serve as the primary point of contact for end-users of our web-based, high availability SaaS platform, and work closely with our Account Management team to identify risk areas on any account, as well as opportunities for improvement
- Regularly travel to client locations in order to provide on-site training and supplemental support to customers
- Drive improvements to our service delivery infrastructure and support channels, so that we are able to honestly say that service delivery is a key differentiator of our company – we want our team to anticipate clients needs almost before they occur, and because you will be on the front lines you will be the primary source of new ideas to make this goal a reality
- Support the Professional Service Organization in delivering additional value-added projects outside of our core technology solution
Interested Candidates
Please submit your resume and a cover letter that addresses specifically how you meet the criteria listed in the “Requirements” section below.
Requirements
We are seeking someone with the following key abilities/skills:
1) Experience
a. 1-2 years in a client facing support position where you were directly interacting w/client teams
b. 1-2 years in a technical support role (desirable, not required)
2) Technical Skills
a. Exposure to Software-as-a-Service delivery model
b. Salesforce.com or equivalent helpdesk case management system
c. Expert user of Microsoft Office
d. SQL experience
e. Big plus if you have experience in database architecture and principles of software development
3) Bi-lingual in Spanish (big plus if you are bilingual)
4) Ability and willingness to travel 1-2 weeks/month
5) Entrepreneurial
a. Interest in working for an early stage company
b. “Get it done, whatever it takes” attitude – you will be a critical support channel, and we need someone focused on delivering results to our clients and who fundamentally enjoys coming up with solutions to potential challenges
Looking forward to reviewing your responses – we’re hiring immediately, and top candidates will be contacted shortly after we review your application.
- Compensation: Competitive
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.
PostingID: 1461693745