Customer Success Analyst

Customer Success Analyst
Remote (Canada) 18 Month Contract

Overview

With the launch of our product, Labbit, our Customer Success Analyst Team plays a key part in our customers’ experience. In this role, you will have the opportunity to develop technical skills and learn about the critical role Labbit plays in a laboratory setting. We look forward to helping the Customer Success Analyst (CSA) learn about our product's technical landscape and contribute to customer success by resolving and escalating technical queries. This is a remote-first, 18-month contract, with a possibility of extension. Please note that this role will include an on-call component, so the ability to work outside standard business hours is a key requirement.

About the Opportunity

Reporting to the Head of Customer Success, you will join a team serving as the first point of contact for customers after the platform is implemented in their lab. You will be responsible for triaging Tier 1 issues, routing internal requests as appropriate, and escalating requests that require additional support. Issues that can be resolved at the Tier 1 level will be your responsibility to troubleshoot and close.  You will also prepare technical documentation on product usage and troubleshooting as you learn the product and how our customers use it. 

As a CSA, you are motivated to grow your technical and product knowledge and understand the importance of self-learning, as the team builds out its initial processes and procedures. You are someone who can stay organized day-to-day, as you will drive process documentation and monitor various queues for customer-reported issues. When responding to customer queries, you will action issues appropriately based on triage resources and escalation pathways.

To be successful in this role, you must be service-oriented and have strong written and verbal communication skills, as this will lend well to prompt, thorough and positive support for our customers. You thrive in a dynamic team environment and can adapt with ease to changing responsibilities throughout the day.  Experience in genomics, clinical laboratories, or health sciences is an asset but not required.

Must Haves

• Ability to manage Tier 1 technical issues gained through experience, education or a combination of both.
• Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support.
• Positive attitude and solutions-focused approach to providing customer support for both internal and external questions.
• Conscientious and detail-oriented with an ability to create comprehensive process documentation.
• Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers.
  
  

What to Expect

Within One Month

• You’ll start to familiarize yourself with our practices and processes
• You’ll start learning our product and domain
• You’ll work with the Head of Customer Success to build out the process and function for the Customer Success organization
• You’ll start to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
• You’ll experience a company stand-up 
  
  

Within Three Months

• You’ll have to familiarize yourself with our practices and processes
• You’ll continue learning our product and domain
• You’ll continue to work with the Head of Customer Success to build out the process and function for the Customer Success organization
• You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
• You’ll start answering incoming client requests for assistance via our ticketing systems
• You’ll start taking on call shifts to support clients with critical issues through escalation pathways
• You’ll become familiar with our collaboration tools (Slack, GitHub, Jira, GSuite, and Confluence) and engage with our culture and channels
  
  

Within Six Months

• You’ll be fully onboarded into our CSA role
• You’ll work to improve our practices and processes
• You’ll have a solid understanding of our product
• You’ll continue learning our domain
• You’ll continue to work with the Head of Customer Success to improve processes and functions for
  the Customer Success organization
• You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
• You’ll continue answering incoming client requests for assistance via our ticketing systems
• You’ll have regular on-call shifts to support clients with critical issues through escalation pathways
• You’ll attend one of our company-wide celebrations 

Why people enjoy working at Semaphore

• Competitive base salary of $69,500 - $84,000, depending on location and experience
• Competitive vacation time and sick leave
• Extended health coverage and a health spending account
• Flexible, remote-first work with a focus on sustainable workloads
• Company on-sites and opportunities to build real connections
• Annual professional development budget and growth support