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Customer Success Specialist - NYC

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Company Description

FirstRain is privately held, well-funded, with enthusiastic customers. We offer competitive salaries, equity, benefits, lunches, events, professional development, and our creative, collaborative team.

FirstRain's cross-platform solutions provide major account sales, marketing and finance professionals with intelligence that is tuned to their specific company strategy and allows them to deeply understand their customers business and their markets. Our patented analytics technology discover and distill the evolving state of developments and structures affecting companies & industries, and then integrates that insight seamlessly into premiere CRM and social enterprise platforms, including Salesforce.com and Chatter, Cisco Quad, Microsoft SharePoint and Dynamics, Jive and Yammer. The analytics are incorporated into leading research platforms such as Dun and Bradstreet, Fidelity.com, Interactive Data Corporation, Mergent and FactSet Research Systems. Based in San Mateo, California, FirstRain also has offices in New York City and Gurgaon, India. For more information, please visit www.firstrain.com.

Job Description

FirstRain Customer Solutions Team – Customer Success Specialist

FirstRain is looking for energetic, customer oriented, smart independent contributor to work with our customers and our sales team to grow our existing business.

We want people who are multi-faceted – they can take in lots of soft and hard input to build a plan to grow our business relationships with our customers. You will be working with a highly analytical pre-sales team and savvy account managers who know the account strategy to identify new opportunities and execute on the customer solution. To be happy in this job you must be able to understand our customers' business challenges, like working with multiple customers across industries, and are process driven. You'll develop rollout plans, understand the customers business problem, execute on what was sold, and work to proactively keep our users engaged and the solution relevant to the customers business. This position is located in Manhattan and reports to the Manager of Customer Success, in San Mateo, Ca.

You'll be working with a team of experienced Account Executive to delight and have a high quality implementation of FirstRain in the customers platform. To be successful you'll need to learn the FirstRain system in-depth, be comfortable working with rapidly developing technology and be able to work well across multiple time zones. It will be important that you are very comfortable solving problems on the phone, in email and over IM and in person trainings. We provide our customers high-touch support if they want it so this job requires you to develop and maintain strong relationships with the real people you are working with at the customer.

Position Responsibilities

Consult with your assigned customers to understand their workflow and information needs.

Support sales in developing customer needs; identify business problems that FirstRain can solve and work with existing customers to help them expand their use of FirstRain intelligence as their business grows.

Lead training sessions, organize meetings with customers and develop rollout plans for each customer.

Quickly research intelligence topics that prospective customers are asking about, even when you have minimal information to work with!

Provide in person product trainings and via Web meetings. Be willing to travel.

Work with Sales to make sure the customer is truly delighted with core project management practices

Multi-task. Be able to work on multiple projects at once, working across several time zones, sales people and markets all in the same day.

Develop strong relationships with FirstRain's remote teams on the phone and via videoconference.

Candidate Requirements

1-2 years of customer service experience and a passion for customer satisfaction.

Have a Bachelors degree, with a Masters, technical or other structured degree a plus.

Be an energetic, self-motivated person who wants to work with a sales team and with customers to grow the existing business across 20-40 accounts.

Be an analytical thinker that can uncover hidden needs in an unstructured environment and the ability to think on the fly.

Have a strong interest in information services or knowledge management technology.

Have the ability to learn quickly and be able to grasp the key drivers of a variety of markets and industries.

Have strong verbal communications and presentation skills with the ability to set an agenda and execute a plan

Have a creative and curious mind, and be willing to work hard to find better solutions.

Be willing to travel 25% of the time for customer trainings and quarterly account meetings.