Customer Success Representative

At Alert Labs, we are passionate about saving natural resources, protecting our customers’ properties from water damage, and improving the operational efficiencies of cities, school boards, restaurants, and insurance companies.

Alert Labs is building affordable, simple to deploy and reliable sensor networks targeted at protecting our customers’ homes and businesses. We bring the benefits of IoT to customers of all technical levels. By being thoughtful and elegant in our design, our products are friendly and easy for anyone to use.

We need you to be excellent at engaging and closing new customers and partners, but, most importantly, we need you to share our vision of how simple-to-use technology can transform the way properties and businesses are managed; all while saving wasted water and energy.

You will work closely with our engineers and scientists to identify new products and features that our customers will love. You will align your efforts with our marketing and customer care teams to ensure that our message reaches the right customers. Our team is comprised of enthusiastic professionals trying to save the world one leak at a time. Last year, Alert Labs technology and data analytics saved 10 billion gallons of wasted water and stopped 110K metric tonnes of CO2e from entering the atmosphere.

What are the kinds of activities that you will do?:

• Provide onboarding and after-sales support to ensure our customers’ solutions are set up in the best way to support their unique business needs. Build customer loyalty, satisfaction, and to nurture deeper product adoption.
• Educate customers about our products, services, and related utilities to empower them to make decisions based on the information that we provide .
• Be a champion for existing customers in order to keep our customers engaged and happy; show customers professional love and respect .
• Act as the point of contact for customers through chat, email, and telephone.
• Assist the Customer Success and Support teams with customer account management.
• Identify and resolve customer satisfaction issues; communicate customer feedback to our customer experience team and developers .
• Create targeted proposals and presentations, prepare and conduct quarterly business reviews .
• Identify and monitor KPIs to ensure customer satisfaction. Analyze and report on the performance and health of our customers and overall sensor fleet.

What skills are important to us?:

• 1-3 years of account management, customer service, or inside/retail sales experience
• A genuine desire to interact with our customers to ensure they are getting the most out of our products.
• Proactive anticipation of future customer demand - You should have your finger on the pulse of how our actions/features will impact customers BEFORE it happens.
• Excellent written communication / presentation skills and the ability to visually and verbally interpret data in a meaningful way
• Ability to build relationships
• Ability to have a flexible support schedule as some evening/weekend support coverage may be required
• Exceptional time management and organizational skills; the ability to manage multiple priorities and timelines
• Background in insurance, restoration, plumbing, sales/retail is a bonus

Program familiarity:

Salesforce, Microsoft suites, Intercom, NetSuite

We are confident that you will find both plenty to contribute and lots to learn at Alert Labs.