Customer Success - Engagement Representative at Kipsu (Minneapolis, MN)

| Minneapolis–Saint Paul, MN
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Customer Success - Engagement Representative

Kipsu is rooted in a simple, yet profound goal: Elevate service professionals to the center of the customer experience, transforming transactional interactions into fully-developed relationships. As one of the Twin Cities’ leading tech companies, Kipsu has cultivated a reputation for strong company culture, providing exemplary service to its customer partners, and investing in the growth of their team members. Kipsu was recognized by Star Tribune as a top small company workplace for 2021.  This role is crucial to the significant, sustainable growth and continued global expansion forecasted for Kipsu’s near future.

The Why:

As consumers, we have plenty of ways to talk online about the service we have received but we don’t have the same friction-free ways to engage in-the-moment with real people at the businesses we visit. Kipsu provides a new way for businesses and guests to engage through real-time digital channels, transforming what it feels like to give and receive great service.

The What:

Kipsu is seeking a driven and positive-minded individual who loves solving problems, thrives in ambiguous environments, and is comfortable analyzing data. You will contribute immediately as a key player on a fast growing Customer Success team. Specifically, we are seeking a team member to join our Customer Engagement team within Customer Success.

Your primary duties as a Customer Success - Engagement Representative will be:

  • Building relationships with customers by proactively reaching out to them via phone, email, text, carrier pigeon, or by any means necessary!
  • Conducting individual and group customer webinar trainings and quarterly business reviews
  • Consulting with our customers and finding creative ways to ensure they get the most value out of the Kipsu platform
  • Handling a multitude of incoming customer questions and requests, and treating every customer partner like they are our biggest account
  • Representing the voice of the customer internally by taking feedback from the frontlines and sharing it with other departments
  • Pulling and analyzing troves of data to demonstrate value to our customers
  • Recognizing customers with churn risks and proactively working to eliminate those churn risks
  • Stepping into different roles (such as customer training or support) when the time calls to help our team provide an exceptional customer experience
  • Viewing every interaction with our customers as an opportunity for education and consultation
  • Applying a hospitality mindset and approach in serving our customers
  • Providing such great service that our clients recommend us to others in their industry
  • Working through multiple software platforms such as: Google Apps, Salesforce, Zendesk, RingCentral, GoToWebinar, Gmelius and anything else that will help us build great relationships

The Who:

  • A high energy, high achieving, emotionally intelligent professional ready to come in every day and kick some butt
  • Someone who embraces a “growth mindset” and loves to constantly learn new things
  • Knowledgeable and passionate about working in the tech startup space
  • The kind of person who enjoys going deep on a topic and getting to know an industry
  • More interested in building a company that will change the world and joining “a cause” rather than punching a clock
  • Willing to hop on a plane from time to time to meet with and train our customer partners
  • Interested in a tight-knit team that enjoys happy hour and team lunches together

Our Requirements:

  • Excellent communication skills in both writing and speaking
  • A great attitude and a love for helping others succeed; a willingness to “roll up your sleeves”
  • 1 - 2 years experience on a Customer Success team or other customer service team desired
  • Previous experience in the service/hospitality industry desired
  • Knowing how to utilize teammates and resources to find the best solution to any problem
  • Ability to multi-task and work independently under pressure without constant guidance
  • Consistently over-deliver on any promise we make to a customer
  • Cool and calm demeanor when customers are neither cool nor calm
  • Unyielding resilience, strong work-ethic, and an innate drive for personal success
  • Creative thinking and the desire to improve processes and resolve inefficiencies
  • Excellent problem-solving skills; if you’re the go-to person in your current department for escalated or difficult issues, that’s a good sign
  • A demonstrated capacity to be a team player
  • A Bachelor’s degree from a four year university or equivalent (2-year degree with 2+ year tenure in a customer-facing position)

WHY YOU’LL LOVE IT HERE

  • Unity – Everyone here is committed to the same mission. Our core values are not platitudes but our pact. We believe in the best in each other while always reaching to be better.
  • Transparency – Our leadership gets into the details. We all gather for weekly space to discover how each team is doing so that we have a full understanding of the business and think like a CEO.
  • Trust – Our team members are given the trust and license to excel at their jobs, and are supported along the way to continuously grow.
  • Mentorship – We all have more to learn and something to teach. The lessons are beyond technical. We celebrate our busy hive of shared growth.
  • Respect – Our success and future as an industry leader depend on actionable commitment to cultivating a diverse and equitable team. Everyone here has a voice that is heard and respected. We seek open and honest conversation on our journey to be active stewards of our shared communities. 
  • Purpose – Everyone here is closely connected to the result of their work. Every day our team gets to see the impact of what they do enhancing the value of our customers’ work in their own professions. Our goals are explicitly tethered to our mission of building relationships.

Please Note...

Kipsu offers top notch 24/7, 365 day support to our customer partners. This role may require occasional non-standard working hours including weekends and holidays.

One last thing – At Kipsu, we believe that our values, success, and future as a leader in our industry require a vibrant and diverse workforce. This is one of the many challenges we seek to solve, and we are intentional and active in recruiting talent of all identities and building an environment that is inclusive of all backgrounds. We need your contribution to our team. Please consider rolling up your sleeves and joining us on our journey.


 


More Information on Kipsu
Kipsu operates in the Software industry. The company is located in Minneapolis, MN. Kipsu was founded in 2010. It has 63 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, 401(K) and Performance Bonus. To see all 3 open jobs at Kipsu, click here.
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