Customer Success Representative - TrainHeroic

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary

As Customer Success Representative, you will be a leader on the team and work cross-functionally to ensure a positive experience for our customers that are in need of help with our products and services. You will execute on this through communication, programming and education, with the goal of increasing retention and customer lifetime value.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Customer Team, work in close collaboration with the Sales, Support and Marketing Teams, and report to the Manager, Customer Success.

Core Functions

• Support the onboarding and ongoing education of our new and existing customers.
• Explore opportunities to drive the adoption and engagement of our paid product solutions when communicating with our customers.
• Be a leader on the team and cross-functionally with documentation and surfacing product defects, challenges and voice of the customer data that come through our support and social channels.
• Coordinate with Sales reps who will hand off the relationship management and support of certain high value customers.
• Contribute to the creation of FAQs, troubleshooting and educational content in our Help Center.
• Maintain, review, and look for ways to improve our current customer service experiences and internal team processes.
• Track NPS scores and respond to detractors as requested by the Manager, Customer Success.
• Contribute to our customer-first approach by being open to assisting clients outside of regular business hours, which may include working occasional evenings and weekends.
• Take on and solve our most challenging customer inquiries, which may require working across internal teams as well as external integration partners.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Have an understanding of the coach and athlete experience across all of our products and services.
• Have a comprehensive understanding of the coach/athlete relationship.
• A willingness to continually grow your knowledge base around what it takes to be a successful coach and athlete.
• Willingness to travel occasionally.
• At least one year of previous work experience as a Customer Support or Customer Success Representative.
• Experience in Customer Success, Account Management, or related customer-facing position, preferably with SaaS products.
• Ability to troubleshoot and resolve technical software issues via different technologies such as telephone, e-mail, webinars etc.
• Demonstrated effectiveness and efficiency in technical communications, verbal and written. Proven ability to communicate clearly and professionally with our customers.
• Superior communication, customer service, and problem solving skills.
• Strong ability to multi-task under minimal supervision.
• Technical proficiency with PC and Macintosh platforms.
• Must be a strong collaborator, this position will involve liaising with all teams within the company.
• Ability to differentiate what is an individual customer problem and what is a larger scale problem.

Degrees are not required and we value all forms of continued education including traditional four-year degrees, post-graduate degrees,