Customer Success Specialist

HapYak – Boston, MA

Position Summary:

As a key member of the Customer Success Team your responsibilities will provide an opportunity to learn the business, the technology and to help customers accomplish their goals.

This role is responsible for ensuring the success, happiness, and growth of HapYak’s customer base. Along with the rest of the Success team, you will be a main point of contact for existing and prospective HapYak customers: providing onboarding to facilitate adoption, small-scale technical support, and promoting their success in creating interactive video content. 

The ideal candidate is comfortable being an “outward-facing” professional, working directly with customers across a wide range of industries and use cases. They are flexible, curious, and team-oriented workers comfortable wearing various hats as needed by the day-to-day requirements of the team and have curiosity about new technologies and communication strategies. To apply, send a resume and cover letter to jobs@hapyak.com

Responsibilities

  • Managing day to day customer relationships to maintain renewals through direct communication (email and web conferencing)
  • Maintain Customer records – Back-end account management with Salesforce CRM
  • Promote adoption & expansion within customer organizations
    • Onboarding new customers to our platform
    • Identify & resolve blockers to adoption/expansion
    • Advise customers around strategy and best practices for their use cases
    • Identify existing customer pain points for development consideration
  • Initial triage of technical support issues
  • Light implementations and customizations with JS and CSS (we will work with candidates to develop these skills)
  • Use the HapYak Platform to plan & build proof of concept interactive videos for customers

Requirements

  • 1-3 years experience in a customer-facing role (e.g. customer service/account management/technical support), preferably in tech 
  • Excellent communication skills (verbal, written, & web-based technologies) 
  • Project management skills
  • Ability to prioritize and manage time effectively
  • Technical proficiency using a creative software platform

Nice to haves 

  • Basic JS/CSS knowledge
  • Experience with platform transitions/system migration
  • Experience with Salesforce or other CRM
  • SQL experience
  • Track record of success working in a customer-facing team environment

Candidates should prepare for the Interview

  • A sample interactive video created in HapYak (features & styling do not matter, just use our platform)
    • Applicants will receive login credentials if they are selected
  • Be prepared to screen share and demonstrate how to use a technology platform (e.g. CRM, Video editing, email management, SEO, etc)  of your choice. The platform’s functionality/style does not matter, this is to demonstrate proficiency.

Additional Details

  • Full-time
  • Competitive package
  • Full medical insurance
  • Paid Vacation
  • Boston-Based
  • 401K