Customer Support Superhero
Limble, United States
Job Description
Our guiding principle at Limble is Customer Service. We believe that we are a Customer Service company that happens to make the best software in the CMMS industry. If you are driven to delight customers and treat every fellow employee with that same level of excellence and care, then we want to talk to you.
If being serviceable isn't your thing, then don't apply. At Limble, we value our amazing culture over any skill that someone can offer. This is an amazing place to work and we are going to keep it like that.
You will be joining our fast-growing team; responsible for delivering world-class service and value to our customer base. On a day-to-day basis, the CSR manages Customer engagements and works in tight partnership with all Limble departments to do the following:
- Help the Customer get the maximum value from Limble
- Troubleshoot issues and if necessary, escalate bug reports to the development team
- Respond to inquiries and guide the Customer to a mutually beneficial outcome
- Answer questions from prospects
- Identify Customer knowledge gaps and coordinate with the Customer Success team to ensure seamless white glove service
- Take ownership of each Customer interaction
- Customer Consultation
- Work with new and existing Limble CMMS customers to provide ad-hoc training, education, troubleshooting, and problem resolution
- Bug reporting and tracking
- Solutioning
- Recommend best practice use case of Limble CMMS based on understanding of customer's business
- Remain up to date on Limble CMMS product features and develop use cases to drive customers to best practice standards (in coordination with the Customer Success team)
- Proactively escalate at-risk customers to their assigned Customer Success Manager
- Collaborate closely across departments to support the success of our customers
- Schedule product demos and refer prospective customers to the Sales team
- Answer product questions from the Sales team
- Answer inbound calls
- Maintain a highly organized and accurate task list, visible to the Support team, and Management
We are a startup located near Thanksgiving Point. We are different from most startups because we are cash flow positive. That means that we don't depend on our investors, rather we survive and thrive from what our customers pay for our software.
This time last year we only had 4 full time employees. Right now we have 31 employees and various open positions! We need more great people to join our team.
We provide a Maintenance Management Software (CMMS). There are many competitors out there, but we are the best in our industry.
So what sets us apart? Our software is easier to use and we care about the success of our customers. Our customers see us as a trusted partner rather than just another vendor, because we build a relationship of trust with them.
Feel free to check out our Customer Reviews!
Requirements
Required Skills - What We're Looking For
- Passion for excellence and ensuring customers are thrilled to chat with you
- Experience working cross functionally within a customer facing organization to support a joint outcome
- Demonstrated ability to communicate effectively via oral amp; written formats; Excel skills are a must
- Strong conflict resolution skills
- Thrive in a fast paced environment with the ability to prioritize and multitask on the fly
- Resourcefulness, creativity and strategic thinking for troubleshooting problems
- Self-motivated and self-directed
- Fast learner
- Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
- Strong attention to detail
Additional Skills Nice to Have
- 3+ years of recent experience in a B2B Customer Support/Success/Account Manager position
- 3+ years in SaaS industry
- Strong proficiency in Hubspot or other CRM, including but not limited to Gainsight, Client Success, etc.
- Background in working with equipment maintenance, machinery, or manufacturing
Benefits
Base Salary: $45-$60k/yr (depending on experience)
Limble offers competitive salaries and huge growth potential. We are growing quickly and we need to hire the leaders of tomorrow. We also offer health insurance, vision, and 401(k) matching.