Customer Success Representative

Company: Seagull Scientific
Location: Bellevue
Posted on: January 16, 2022

Job Description:

WHO WE ARE

Seagull Scientific has always done one thing-and done it exceptionally well. Its BarTender - software transforms information into labels, barcodes, RFID tags, smartcards, and documents that drive business and improve safety, security, efficiency, and compliance.

Headquartered in Bellevue, Washington, with branch offices in Madrid, Taipei, and Tokyo, Seagull Scientific's software is used in more than 150 countries and across virtually every industry. For more information about Seagull Scientific, please visit

This position is located in Bellevue, Washington, under a hybrid work model, and is open to local candidates in the Greater Seattle area. Upon hire, we require proof of authorization to work in the US without visa sponsorship.

WHO YOU ARE

You pride yourself on your outstanding customer-facing support experience and possess strong written and verbal communication skills. You welcome the challenge to work cross-departmentally to gain product knowledge, are curious and believe you can enhance the customer experience.

WHAT YOU WILL DO

As a Customer Success Representative within our Sales/Professional Services Team, you will be responsible for onboarding and assisting our customers in realizing the full value of our products. You will work to enable customers in their initial Bartender experience, increase customer retention and reduce churn by creating customer-facing product artifacts and interact directly with customers as necessary to resolve user issues and broaden customer product knowledge. You will interface with customers as well as the Sales & Sales Engineering, Product Marketing, Implementation and Technical Support teams.

You Will Also

Assist customers as needed with introductory onboarding and navigation of BarTender software.
Execute feature overview and associated walk-through to enable a positive product introduction to customers.
Interact with colleagues on the Solution Specialist team to promote existing label templates and create awareness of label solutions for our customers.
Develop subject matter expertise regarding products, customer use cases, best practices, legal considerations and services to assist customers with questions.
Act as the main point of contact for customer escalations to coordinate and consult on resolution of major technical issues.
Partner with Product Management/Marketing to help align real-world customer feedback with the product roadmap.
Promote the value of the product through customer experience and upsell services.
Work with clients to establish critical goals, or other key performance indicators, and aid the customer in achieving their goals.
Contribute to development of best practices policies and procedures.
Oversee account management of specific subset of enterprise customers.
Partner with the Technical Support team to broaden the knowledge base.
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
Engage large enterprise customers by building a product and service program vision and providing value throughout the customer partnership, as they deliver on their program roadmap.
Work involves engagement with team members and customers primarily in the US, with possible annual international travel for team meetings.

WHAT WE REQUIRE

3+ years' experience in an outbound, customer-facing role -- preferably in customer account and relationship management in a corporate environment on either a sales, technical support or customer onboarding team.
Proven team participation and leadership skills.
Ability to effectively communicate and foster positive business relationships.
Familiarity working with customers of all sizes.
Experience in negotiation and influencing others.
Written and verbal communications skills - you will be developing and reviewing a significant amount of outbound content. The ability to write well and convey complex technologies simply and clearly are required for success.
Working knowledge of computer systems, Web-based applications and IP-based.
Demonstrated analytical skills.
Strong presentation, meeting facilitation, and written communication skills.
Strong PowerPoint and Excel skills.
Possess a strong commitment to company values.

Preferred Qualifications

Previous experience within a software or SaaS organization managing various aspects of service delivery and support functions.
Understand the SaaS business model and have experience delivering and implementing SaaS solutions for enterprise customers.
Experience in development of process and artifacts that support customer implementation and product adoption.

EDUCATION

Bachelor's degree in Business Management, or equivalent combination of education and relevant experience

TERMS OF EMPLOYMENT

Full-time position with benefits.
Position located in Bellevue, WA, under a hybrid work model. Local candidates only.
Upon start of employment, ability to provide proof of authorization to work in the US without visa sponsorship.

BENEFITS

Excellent medical, dental, and vision plan
401K with 100% employer matching up to 3.0% with a 3-year vesting period
Competitive PTO Package
Paid company holidays
Competitive salary
On-site fitness center and deli
Free parking or transportation subsidy (ORCA)
Tuition-reimbursement benefits
Company-paid life insurance, short term and long-term disability benefits
Access to green space and Bellevue Open Space Trail System
Fun staff and team-building activities-anniversary party, lunches and seasonal events

OUR CULTURE

We are fair, we are passionate, we appreciate excellence, and we act as a team. We offer a dynamic, culturally diverse and fun environment in which people with energy, creativity and passion work together to deliver amazing product experiences for our customers. You will be part of a team where your insights and ideas are valued.

DIVERSITY AND INCLUSION

Seagull Scientific has a company culture that respects a diverse and unified team from a range of backgrounds whose different perspectives enrich our business. Everyone at Seagull is treated fairly, with respect, and is encouraged to voice their opinion.

EQUAL EMPLOYMENT OPPORTUNITY

Seagull Scientific Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by protected by federal, state or local laws. This policy applies to all terms and conditions of employment.

Keywords: Seagull Scientific, Bellevue , Customer Success Representative, Other , Bellevue, Washington