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Form of workWho We Are
At Firstup, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily.
Our employees are experts in the employee experience, workforce communications and technology.
Joining Firstup means joining a movement to make work better for every worker. As the world's first intelligent communication platform, Firstup meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote and retain their talent. Our movement has taken root and is evident in our world-class customer base. Now we need your help. Ready to make a difference in the world?
Our Values
Every employee is an owner with responsibility and credit for our progress.
Leadership is in our build and we see change as a catalyst for improvement.
We win as a team, committed to help our coworkers and customers thrive.
Role Overview
The Customer Success Specialist position is an integral part of Firstup's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, you must have the passion and desire to work in an entrepreneurial and fast-paced environment.
Responsibilities
- Serve as the day-to-day contact for assigned customers, building trust and rapport as we grow the Firstup SaaS solution.
- Provide both strategic and technical guidance in support of the customers' established business goals.
- Drive platform expansion, adoption, and utilisation through proactive customer engagements.
- Work directly with customers to troubleshoot, research, and resolve questions or issues related to their platform.
- Partner with customers to identify business goals and related tactical actions.
- Analyse customer metrics and develop platform recommendations in support of business objectives. key KPIs.
- Be the voice of the customer within Firstup by relaying customer feedback with a goal of informing product management and company services.
- Work directly with customers to troubleshoot, research, and resolve questions and complex issues while providing system knowledge.
- Collaborate with other departments to achieve customer satisfaction and value realisation.
- Collaborate with Account Management teams to drive upsells, cross-sales and renewals through the design and execution of risk mitigation plans.
Requirements
- One or more years of Customer Success experience.
- Prior experience working with customers in a SaaS environment
- Demonstrated ability to manage individual and engagement-wide scope of work.
- Demonstrated client relationship, communication and presentation skills.
- Ability to collaborate internally with multiple teams and be the voice of the customer.
- Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline.
- Strong organisational, analytical, and problem solving skills.
- High level knowledge of Enterprise IT organisational, business, and technical environments.
- Operational knowledge of internal communication domains including Microsoft 365, Sharepoint Online, Viva Engage, Intranets, HRIS like Workday, PeopleSoft and other systems like SSO.
- Independent self-starter
Why Firstup?
Because you care - about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome.
If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit.
We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth - both personally and professionally.
Firstup is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.
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