Customer Success Associate - Denver

At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $150 billion problem globally. It’s high-volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.

Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. We are well-funded and well-established (in operation for 10 years with a presence in North America for four years). After closing a $30M Series B last year, we’re expanding our Customer Success team.

About Customer Success at Auror

Customer Success at Auror is high impact. As we bring on some of the world's largest retailers a lot of our time is spent on planning and delivering large-scale rollouts, running training sessions for thousands of users and creating strategic engagement plans that ensures our customers see a reduction of crime and harm in their stores. And we are incredibly successful in doing this.

We pride ourselves on the partnerships we have with our customers. We have an incredible NPS score of 66 and continue to have high engagement and satisfaction from our customers.

About the role

We are looking for a Customer Success Associate to support our retail and police community across the US. Your primary responsibility is to ensure our users are supported and set up for success, resulting in great experiences and real crime reduction. Through a combination of support and success activities, you will be the first point of contact for our user community and will work closely with the customer success team to ensure our customers see success.
At Auror, we value co-location and have a hybrid flexible working model; the Auror office is located in the heart of downtown Denver where the majority of the team spend 3 days in the office and 2 days remotely.

There are two parts to the role:

Support - Providing a great customer experience to our user community

• Responding to customer, organized retail crime organizations, and police questions through in-app chat, email, and phone
• Maintaining the Auror platform by keeping profiles, comments, and data up to date
• Partnering with our Engineering team to ensure our customers can access our platform by troubleshooting technical issues
• Owning the end-to-end process for key areas that keep the business running and our customers seeing success, for example, supporting users with platform usage and best practices

Success - Driving customer outcomes by thinking strategically and proactively

• Keeping our Help Center, chat bots, and responses up to date with the latest product releases
• Creating materials that help the end user on the platform like Best Practice Guides, new Help Center articles, and customer “everboarding” training materials
• Reviewing customer usage in the platform, understanding how they are utilising the platform, surfacing wins & outcomes, then effectively communicating this back to the customer and team
• Identifying and surfacing Auror Champions to the Auror customer success and sales team through your day to day interactions, encouraging them to drive usage in their store and region
• Contributing to the mutual success of customers and Auror by identifying areas of improvement or opportunity and sharing that with the Retail Partnership Manager and Customer Success Team
• Supporting the customer success team with training, user set up, and general team support

This role reports to Shannon Howell, Customer Success Lead - North America

I joined Auror after working in the non-profit and financial management industry for almost a decade. I have led customer success teams of varying sizes and am excited to work with an incredibly talented, driven, and mission-minded group of people from all backgrounds. Going above and beyond is part of the touch of magic that we do for customers every day. I love when teams dive into problem solving with curiosity, passion, and empathy. I find joy in watching people grow, both personally and professionally. Outside of work, you can find me doing home renovations with my husband, cooking with friends, and trying the next best restaurant! You can check out my LinkedIn here.

Requirements

To ace this role, you will …

• Previous experience in a customer-facing role
• Have good problem-solving skills with a natural