Customer Experience Specialist

Trakstar is looking for an energetic, tech-savvy, and creative B2B Customer Experience Specialist to enable our customers to be wildly successful. You’ll be joining our exceptional CX team to drive huge impact in a fun and exciting company with significant growth potential.
As a Customer Experience Specialist, you’ll be instrumental in managing the post-sales relationship, engaging customers, project-managing, onboarding, and training.
Trakstar has a fast growing customer base of our Enterprise Saas product, especially in Government, Technology, Healthcare, and Professional Services sectors. Our Customer Experience Specialists have the opportunity to work with leading organizations around the world, including IndieGoGo and Zazzle.

What we do
Our vision is to make performance reviews meaningful. We create friendly software that makes it easy to set goals, have ongoing performance conversations, and complete reviews so that employees can focus on learning, growing, and being awesome at their work.

What you’ll do
-Take full ownership of the customer relationship and become the primary point of contact post-sales to take customers all the way through implementation.
-Know our software inside out and to show customers how to successfully use Trakstar’s capabilities to meet their company’s goals and needs.
-Learn, define, and share best practices in the performance management process with customers.
-When the opportunity allows, taking on a consultative approach to implementations, identifying and recommending ways that customer can improve their appraisal process.
-Be the voice of customers, advocate for their needs and collaborate with Engineering to inform the product roadmap.
-Collaborate with Sales and Marketing to build a community of customer advocates.
-Empathize with customers and gain insights into their work environment, opportunities, and -constraints. Learn HR compliance requirements to help them succeed in their company’s adoption and -implementation of Trakstar.
-Develop a trusting relationship with customers. Respond to and resolve inbound support issues post-implementation.
-Identify and make recommendations for ways to improve our processes, tools, and materials to enhance the customer experience.
-Understand the signs that make a customer at risk for leaving Trakstar. Look for these signs in each customer interaction.
-Proactively reach out to customers to ensure their needs are being met.

Your qualifications
-Highly collaborative, proactive, curious, self-starter, and always interested in learning.
-Clear communicator with effective problem-solving skills — especially over the phone.
-Skilled in virtual presentations, online webinars, and remote troubleshooting.
-Ability to build professional and trusting relationships with customers from all around the world.
-Works well on a small team and across departments in a fast-paced start-up environment.
-Ability to manage multiple priorities and tasks simultaneously.
-3+ years support and training experience (SaaS preferred).
-4-year Bachelor’s degree strongly preferred.
-Background in Human Resources is a plus.
-Experience with Freshdesk or similar ticketing system a plus.

Benefits
-Commuter benefits
-401k program with employer matching
-Dog-friendly workplace
-Medical/Dental/Vision benefits
-Employee stock option plan

Job Type: Full-time

Job Location: Seattle, WA 98122