Customer Success Representative
THE JELLYVISION LAB NEEDS AMAZING CUSTOMER SUCCESS REPRESENTATIVES
We here at Jellyvision are the proud parents of ALEX®, an interactive employee communications platform that happens to share some DNA (and a sense of humor) with the smash-hit trivia video game YOU DON’T KNOW JACK®, created by Jellyvision's founder. ALEX makes navigating tricky decisions—like choosing and using employee benefits or improving your financial wellness—easier, faster, and more helpful, not to mention entertaining. The success of the ALEX platform has exceeded our wildest dreams, (except for the part right before we woke up where our mom was riding a giraffe), which is why we need talented folks like you to help us help ALEX take over the world…er…continue to grow and succeed.
THAT'S LOVELY, BUT WHAT’S THE JOB?
Jellyvision is looking to capitalize on the momentum that comes with disrupting an industry ripe for change and a big part of that is a growing team charged with delighting and growing current ALEX accounts. In particular, we’re looking to expand our cohort of Customer Success Representatives, who will work with our Senior Account Team to engage, organize and expand their book of business.
The Account Management team is responsible for A LOT, and specifically:
- Being helpful. We want clients to be successful in their use of ALEX
- Selling clients other ALEX products and services that solve their problems
- Leveraging strong client relationships for marketing
- Uncovering deep client insights and communicating them to the broader Jellyvision team (these are often the genesis of the next Jellyvision product)
- Identifying opportunities to further help our current and future customers
- Oh...and being super fun and charming along the way
Here’s how you’ll help: The role involves a key focus on helping the Senior Team with account growth and providing customers with an all-star customer success experience. We’re a curious, goofy (but in a cool way), hard-working bunch who really like each other. It makes for a fun work day.
SO WHAT WILL I BE DOING ON THIS ALL-STAR TEAM?
A successful Customer Success Representative will:
- Assist, support, and collaborate with the Senior Account Team to create strategic relationships with clients.
- In collaboration with the Senior Team, CSRs will create decks and prep sheets for customer meetings, schedule meetings, track customer requests, manage follow up tasks and calls, create Salesforce reports, map customer journeys, review contracts, report on industry & customer trends and coordinate meetings with internal teams.
- We’re constantly thinking of ways to work smarter and faster, and with that comes automation and outcome tracking. You’ll be tasked with helping us roll out value-add and thought leadership campaigns and tracking how those efforts, alongside our other customer success strategies, are working for us.
- Marketing ALEX effectively is key to the success of the tool and in turn, our customers’ success with Jellyvision. You will help us ensure that customers have a solid marketing plan to execute on and that we are tracking what’s working and what isn’t, so that we improve year after year.
- With guidance and training, successful CSRs will play an integral role in assisting the Senior Team members meeting (and exceeding) their quotas and KPIs in an efficient and organized manner, while gaining invaluable experience in customer management and journey.
- Be an expert researcher and communicator. You’ll have to do great research to help the team get in front of the necessary contacts and a lot of this involves creative problem solving and crafty communication.
SO WHAT KIND OF FOLKS ARE YOU LOOKING FOR?
We’re looking for recent college graduates or folks with 1-2 years of experience who are looking to get into account management or customer success within the SaaS space. Backgrounds that might be a good fit are customer service or project management roles that included responsibilities for renewal or upsell, more traditional sales roles that included responsibility for nurturing the client relationship after the sale, and, of course, account management or customer success roles. In any case, you should understand relationship management, and the key factors that help keep customers excited and engaged.
Bonus points if you’ve worked specifically with HR/Corporate Communications accounts or in the SaaS industry.
In a nutshell, we’re looking for people who are:
- Hardworking and eager. We need individuals who like to learn and enjoy being busy. Within this role you’ll support and learn from several coworkers, and we’ll need you to be willing to jump in, lend a hand, and take initiative when it comes to new projects, tasks and duties.
- Excitable.This role is about championing the client and helping the team chase and secure the win. You should be a person who gets excited about tackling the day’s work – even if these tasks feel repetitive. They’re the key to getting the win and help ensure our customers are successful.
- Insightful We are looking for a person who can connect the dots and think outside of the box when working through daily tasks and when problems arise. And all that great client knowledge? You’ll need to be able to distill it down to the need-to-know, impactful tidbits that will help us make the right connections between our clients’ needs, Jellyvision’s products, and their overall Jellyvision experience.
- Curious & collaborative. In this role, you must be inquisitive and energetic. You will play a key role in helping the team seek out the real problems our clients are facing. Know-it-alls need not apply. You’ll have to do great research to help ensure the Senior Team is up on the issues our clients and industry are facing. Your desire to work collaboratively with others is a must.
- Organized and detail-oriented. You will be doing a lot of coordination and communication across several different teams, so organization and attention to detail will both be very important. What may seem like a small detail could be what helps us win or lose a deal.
- Driven and motivated. This is a role where you’ll be encouraged to do great work by everyone around you, and you need to be up for the challenge. Our amazing team will help make sure you have the tools to ace the job, but ultimately your success will be determined by your hard work and dedication.
- Genuine. No one likes a phony. Jellyvision people really care, are really interested, and really want to help people. Don’t be afraid to be you.
ANYTHING ELSE?
Yes. As we mentioned above, we only hire nice, bright, funny people who are willing to work hard. Jellyvision is a group effort and you must be capable of working collaboratively with internal and external people alike. Everyone at Jellyvision shares a commitment to excellence and a desire to work in a comfortable, friendly atmosphere.
ARE THERE ANY PERKS? Yes, we love perks.
- Competitive pay, 401(k) with matching and benefits. We pay 100% of the cost of premiums for medical, dental, vision, disability and life insurance for our employees (as long as you qualify for our tobacco-free discount; if you’re a tobacco user, your medical premiums will be higher than $0). We also cover a really nice chunk of the cost of premiums for spouse/dependent medical, dental and vision insurance.
- Casual dress and a flexible schedule. Come in a sweatshirt, jeans, whatever, like everyone else here.
- Creative work environment. We are lucky to work in a place that is full of intelligent, talented and innovative folks. Although most hours the place is deathly quiet (we're a focused bunch), this is punctuated with hilarious outbursts and general merriment, which makes a nice way to spend the day.
- Charitable match and events. Like giving back? Like eating dips/baked goods and listening to music? JV matches up to $100 per employee to a single charitable organization once every calendar year! We also find fun ways to give back as a community to a variety of organizations that are important to us, by putting on charitable events such as bake sales, dip fests, battle of the bands, where all the money collected by our people goes to the organization that is being promoted! Giving back is important to us, so why not do it in a way where we can eat goodies?
- Free food. Every week, we stock our kitchen with free healthy snack foods, and we have a catered lunch every other week to give people a reason to hang out and eat together.
- Easy transportation and lots of love for folks who bike to work. We’re really close to the North/Clybourn red line stop and the Halsted (#8) bus (right by the Apple Store and Mega Whole Foods too), and we have a transit FSA that allows you to dedicate pre-tax dollars to public transportation expenses. A number of our employees like to bike to work, so we also have bike storage, showers and lockers in the office. And for those without their own bike in the city, we offer free divvy memberships – complete with Jellyvision bike helmets you can borrow from the office.
- Did we mention our yoga and meditation classes? We bring a pro instructor right to the office. Fully subsidized by Jellyvision and fully optional, btw.
- Oh! And we have a massage chair. Not just any massage chair, my friend. It’s the Renew 2 Zero-Gravity Massage Chair by Brookstone®. Feeling a little stiff? Sit down. Relax. Feel better? Good. Okay, back to work.
INTERESTED?
We look forward to hearing about you and what you do. Make sure your application includes:
- A cover letter that highlights three reasonsyou think you’d be great for the gig, focusing on how your past experience has prepared you for this kind of position. Writing is key to all we do, and we weigh cover letters heavily. We love a cover letter that really shows usyour personality (check out our company biosto see the wide range of personalities we’ve already got in house), but don’t stress if you’re not a comedian. You don’t have to be funny. Just be yourself. We’re mostly interested in learning who you are, what you love to do, and why you’d love to do it here with us.
- Your resume
You will receive an auto-reply confirming that we've received your application.
Please know that every single application we receive is read by a real live human being. However that kind of thoughtful review takes time, so it may take us a little while to get back to you (but we will, we promise). In the meantime, NO FOLLOW UP PHONE CALLS OR EMAILS, PLEASE. It’s not that we don’t love hearing from you. It’s just that time spent responding to follow ups could be spent…well…reading your application. Please rest assured that if you received a confirmation from Recruiting Robot, we’ve got your application, and will get back to you really soon. We knew you’d understand.
If you still have pressing questions in the meantime, please feel free to check out our handy-dandy FAQ page!
Thanks for your interest in Jellyvision!