Customer Success Associate

SimplyAgree is a signature and closing management platform for attorneys managing complex private and public transactions. SimplyAgree is used by AmLaw 100, AmLaw 200 and boutique transactional law firms to settle and close transactions worth billions of dollars. We’re looking to add to our small but growing team, in an industry ripe for disruption.

The Role

We are looking for a full-time
Customer Success Associate
to join our Customer Success team and support our rapidly growing customer base. As the
Customer Success Associate
, you will be the product expert liaison between our company and our end users. You will be responsible for responding to and resolving customer support requests, analyzing and reporting on data and trends related to our customer support, and educating our users through live support, user training, and developing helpful educational resources.

We are looking for someone who is an excellent communicator and able to earn the trust of our end users. We pride ourselves on providing a premier customer experience for each SimplyAgree user.

Details

• Location
  : We are a remote-first company, and you can work from anywhere. The ideal candidate will be based on the west coast of the United States and/or will work Pacific time zone hours.
• Competitive salary:
  $70,000- $80,000, plus eligibility for equity compensation in a fast-growing company.
• Generous benefits:
  Private healthcare insurance options for you and your family, including vision and dental care, a 401(k) savings plan, flexible spending accounts, a home office allowance, and more.
• Time to restore:
  A generous time-off policy, including unlimited PTO, with a suggested minimum of four weeks of vacation to recharge.
• Type of role:
  Permanent, full-time

Responsibilities

• Promptly respond to customer support issues via our support software, email, and/or live screen shares
• Act as a rotating point of contact for SimplyAgree’s SMB customers, many of whom have complex deals and regular support needs
• Manage renewals and upsells for SimplyAgree’s SMB customers
• Work with our Engineering team members to find, analyze, and resolve technical client issues
• Conduct end user training, product demos and Live Transaction Guidance, ensuring users know how to use SimplyAgree
• Identify opportunities and develop resources for improved product onboarding experiences
• Analyze customer support data, including common issues, peak support days, and issues categorized by organization or end user, and report findings to the Customer Success team
• Proactively identify patterns in customer feedback to recommend improvements to our product and/or support processes
• Work closely with Product team to maintain and update our comprehensive Knowledge Base

Qualifications

• Effective communicator who can build trust with SimplyAgree end users and internal team members
• Patient and enjoys teaching new skills to others
• Problem solver who can think creatively to provide strategic guidance
• Self-motivated learner and proactive team player – comfortable working independently with a high level of autonomy over support issues
• Paralegal or legal assistant experience is a plus but not required
• Ability to occasionally cover US holidays or take tickets over the weekend is a plus. Our customers work on fast paced, highly sensitive projects that have strict deadlines. We do our best to support them, and this effort is shared among our entire team!

Our company values

At SimplyAgree, we’re committed to delivering the best products and services to our customers, while creating a positive and enjoyable workplace for our team. By design, our company values are actionable, and it should be possible to call out when we are or are not living out our values.

• Pick up a mop. There are no bystanders here. We proactively look for ways to help our customers and each other.
• Steward your role. We are each responsible for the quality of our work. Act like an owner. Make it better.
• Acknowledge ignorance. Ignorance is not a flaw, and we don’t hide from it. Certainty is an unrealistic expectation. We recognize when we don’t know something. By admitting what we know and don’t know, we can push forward in the face of ambiguity and frequent change.
• Ask good questions. Questions help us frame problems before suggesting solutions. We challenge our ideas and assumptions. We ask “why” until we get to the root of an issue.
• Check for understanding. We communicate clearly and empathetically. Mutual understanding requires that a message is received. With the recipient in mind, we remove barriers to understanding.
• Bring it up. We believe in radical candor. We are honest and respectful when confronting problems and misunderstanding. We expect our team members to voice concerns when something doesn't feel right and help each other to avoid pitfalls and impediments.