Why Tropic

Tropic is on a mission to transform procurement for a world that runs on software. Everyone hates buying B2B SaaS, so we are automating the process. We provide data, tools and services to automate procurement for tech-forward companies, saving them money and time. We are a mission driven team that lives by our 5 core values : fight for fairness, hustle responsibly, execute, pull back the curtain and stay open to new concepts. 

About The Role

We’re looking for a Customer Experience Advocate to join our expanding Customer Success team with a focus on ensuring our customers are having a 5-star customer experience at every touchpoint across the Tropic customer journey.

You will report to the Director of Customer Success and partner with several internal groups, including but not limited to Customer Success, Product, Customer Ops and Marketing on our remote-first team distributed across North America (our biggest footprints are in New York, Denver and Atlanta).

We want our customers to feel that we’ve transformed their expectations around software purchasing into a painless experience. This role will help identify all the challenges people face while purchasing software and then work closely with our teams to eliminate them one by one. 

We love understanding challenges, coming up with a strategy to tackle them, and then documenting those findings to make sure we're not solving the same puzzle twice. We’re growing fast, and hope you have creative ideas to make our team and company stronger as we scale.

What You’ll Work On

• Serve as the advocate of all our customers to ensure we’re always representing the Voice of the Customer internally
• Provide excellent support to customers via email, zoom and chat to understand their needs and ensure their success with Tropic
• Track requests and customer issues to share with Customer Success and Product regarding improvements to customer processes or software functionality
• Lead online webinars, office hours, and recorded demos to educate customers on our platform features and best practices for optimizing software procurement practices
• Take ownership of initiatives to drive efficiencies for our customers by enabling adoption of self service features in the platform
• Collaborate with the product and engineering team to identify, reproduce and communicate resolutions for bugs within the platform
• Support Customer Ops reporting initiatives to document and track customer health through NPS/CSAT surveys etc.
• Become an expert on all things Tropic and the procurement process.

Who You Are

• 1+ year experience of relevant professional experience in customer services, customer support or relationship management
• Can be a highly effective communicator who can use a combination of slack, zoom, and various documentation tools to communicate internally and externally
• Understanding of key Customer Success metrics, and ability to prioritize tasks based on impact related to customer outcomes
• Creative thinker for solutions to complex issues and process improvement

Most importantly, you identify with our five values, if you don’t check the boxes exactly on this role and the following statements resonate with you, then we want to meet you :

Fight for fairness: You use evidence and context to protect our customers and their causes

Hustle responsibly: You optimize workflows and find shortcuts that don’t sacrifice quality

Execute: You consistently over-deliver ahead of time without dropping the ball

Pull back the curtain: You maintain clear communication around successes and seek clarity when met with ambiguity.

Stay open: You remain flexible and exhibit a growth mindset towards your personal and professional development