EDGEauditor streamlines guest services and minimizes risk for ski resorts by enabling them to keep all their records in a single digital space. Event Caddy is an all-in-one golf tournament management software company that helps charitable and corporate event organizers promote, manage, and run their events through easy-to-use software. Both companies are owned by CloudStorm Ventures, a technology incubator which will give you access to engineering, quality assurance, technology, and business operations support resources as well as peers in other divisions, with whom you can collaborate and brainstorm.

We are looking for a Customer Experience Specialist to support EDGEauditor and Event Caddy customers throughout the entire post-sales lifecycle. For more information on the company and our key products, visit www.cloudstormventures.com.

A day in the life as a Customer Experience Specialist

Customer Support:

• Field support calls, chat, email, and / or other communications from users with software or hardware inquires
• Track assigned support tickets
• Solve problems using your knowledge of our systems, hardware, and procedures
• Guide users through diagnostic and troubleshooting processes, which may include using diagnostic tools and software and / or following verbal instructions
• Consult user guides, manuals, and other documents to assist in answering inquiries
• Report system defects / issues to the product and development team

Customer Onboarding:

• Prepare and deliver customer implementation project plans
• Clearly communicate account setup requirements and expectations with customers and other key stakeholders
• Create, deliver, monitor, and update user training plans based on customer needs
• Educate customers on toolkit, capabilities, and best practices to simplify adoption and align expectations
• Document customer implementation needs, requests, and questions in internal systems, and communicate salient information to stakeholders as needed
• Ensure customers receive superior service; develop and strengthen relationships with both new and existing customer stakeholders
• Leverage feedback for continuous improvement to the onboarding process
• Collaborate with Account Executives to smoothly transition customer accounts after implementation is complete

If the below describe your knowledge, experience and character, this role could be for you:

• I have knowledge of customer onboarding and support
• I gained my knowledge through 2+ years of direct experience
• I have refined written and verbal communication skills
• I possess strong problem-solving skills
• I can work independently and ask for help when needed
• I know how to partner with Account Executives and other stakeholders to provide an excellent sales handoff and customer onboarding experience
• I have ideally supported multiple ventures; bonus points if I have basic knowledge of the golf, ski/snowboard, or large animal industries
• I have working knowledge of Intercom or a similar support tool
• I have working knowledge of Clickup or a similar project management tool

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!

More to love:

Here are just a few of the great things we offer:

• Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.
• Healthcare benefits – extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, access to Teladoc medical experts, and a discounted gym membership.
• Work-life balance – this role is remote-first and offers a high degree of flexibility.
• Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals.

Have we got your attention? Great! Here's what's next:

Apply today with your resume and answers to our application questions.

We'll start reviewing candidates within two weeks of this position being posted and will reach out to you if we'd like to get to know you a bit better. If there's a delay in our response, please don't think we've forgotten about you. We may be taking our time to thoroughly review each candidate before deciding who to interview.

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact [email protected].