Customer Success Specialist at Label Insight

| Chicago
!Sorry, this job was removed at 6:35 p.m. (CST) on Thursday, March 14, 2019

About Label Insight:

Label Insight is the industry leader in powering product attribute-driven growth across the consumer-packaged goods ecosystem. Their patented technology harnesses data science and machine learning to create best-in-class product attribute data with more than 22,000 high-order attributes per product.

Covering more than 80 percent of top selling food, pet, and personal care items in the U.S., Label Insight enables companies to unlock new growth opportunities and power digital innovation across their business while empowering consumers to make more informed purchasing decisions with better product transparency.

The company, with locations in Chicago and St. Louis, supports industry leading clients including Unilever, ConAgra, Pepsi, Walmart, Target, Albertsons, Petco, Meijer, Dole and numerous other CPG brands and retailers.

About the Role:

The Customer Success Specialist (CSS) plays a critical role in working with the Customer Success team by building and expanding lasting relationships with Label Insight customers and partners, and providing expert support to users of our solutions.  The ideal candidate has experience in customer support, customer training, and/or customer project related experience, thrives as a collaborative team player, and is comfortable in a very fast paced, high-growth startup environment.

Responsibilities:

  • Work closely with the customer success team to support customer requests, special reports, implementation assistance, customer training, etc., and also may support smaller customers directly.
  • Focus on delivering an outstanding customer experience and driving to achieve successful customer outcomes.
  • Become trusted resource for users of Label Insight (LI) solutions at customers and partners.
  • Deliver Customer Support Activities through the use of LI’s support portal tool ZenDesk.
  • Become proficient in usage and value of all LI solutions.
  • Develop and deliver basic training to users on LI solutions, including customizing when appropriate.
  • Become proficient in the complete implementation process for the SmartLabel solution, including gaining deep expertise in all process mechanics to enable supporting project execution and customer support on project execution.
  • Handle general support inquiries from customers about usage and setup of LI solutions, directly support users as they progress through implementation projects.
  • Proactively support CS team objectives, including bringing forward ideas for execution and support process improvement, and specific feedback from customers.
  • Continuous focus in identifying opportunities to optimize support delivery process, bring forward ideas to improve efficiency and scale.
  • Participate in customer meetings providing account related information as required.
  • Become proficient in understanding customer usage and developing customer analytic reports and business reviews.

Requirements:

  • BS or similar degree in related technical or business field
  • 6 months - 2 years experience as an intern or employee in a customer facing role in account management/customer success, or in IT / data solutions in large enterprises, or customer  support. SaaS environment experience desirable.
  • Experience with support management tools desirable, Zendesk is used.
  • Excellent communication, presentation, and documentation skills.
  • Experience with Google Suite
  • Familiarity with SaaS environments, and agile development and business methodologies.
  • Strong organization skills and attention to detail.
  • Limited travel may be required.

Label Insight Knowledge: (Desirable)

  • Familiarity with food label data elements and attributes; SmartLabel digital consumer product data presentation.
  • Experience working with CPG manufacturers and retailers.

Our Values:

  • Transparency: We share information freely and concisely as a team
  • Collaboration: We respect diversity and work toward the solution together
  • Iteration and Innovation: We speak up early, are honest about our limits, and leverage failure as an asset
  • Intellectual Honesty and Humility: We encourage open debate and favor the best ideas
  • Accountability: We own the successes and failures of our team
  • Quality Driven: We hold our work to the highest standards and embrace problems as opportunities

Our Perks:

  • Flexible paid vacation
  • Flexible work hours
  • Kitchen stocked with snacks, drinks, a kegerator and more!
  • Casual, dog-friendly, open-layout workspace
  • Company subsidized Health Insurance, and 401(k) and commuter benefits
  • Competitive salary and stock options
  • Catered team lunches every other week
  • Regular team events and happy hours
  • Maternity/Paternity Leave
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Technology we use

  • Engineering
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Location

Whether you're driving or taking public transportation, our West Loop location is easy to find!

An Insider's view of Label Insight

What’s the vibe like in the office?

It is amazing to me that transparency is at the center of our product AND our values. I think it is really unique to be at a company that is so open and honest with all of its employees. I feel lucky every day to work for Label Insight where I am surrounded by smart people solving real problems for consumers.

Jessica

Senior Product Manager

What does your typical day look like?

My day starts with our team's daily stand, and I'll usually have another agile ceremony (grooming, sprint planing, etc.). I also sync with the designer and PM to review upcoming features, user interviews, and wireframes. The rest of the day is spent working on new features, tackling tech-debt, and contributing to shared front-end infrastructure.

Janine

Software Engineer

How do you make yourself accessible to the rest of the team?

Accessible is equal parts attitude and action. It starts with valuing all people and being intellectually curious, then living out actions like sitting with the team in open workstations, hosting lunches and weekly 360s, joining team events, and engaging in platforms like Slack. But the most important is the attitude that everyone's input matters.

Todd

CEO

What makes someone successful on your team?

We look for friendly people who are happy engaging in healthy, vigorous debate, and who have the drive and courage to proactively learn and try new things. We really value autonomy, so we want people who will also appreciate and take advantage of that. In my experience, these traits naturally come out over the course of the hiring process, and are

Noah

Lead Software Engineer

What are Label Insight Perks + Benefits

Label Insight Benefits Overview

The Benefits & Perks of Joining Us:
Competitive salary and stock options
Flexible work hours
Flexible paid time-off on top of 12 business days for standard holidays (Label Insight is closed for 1 week during the winter holiday season)
Company subsidized health insurance, dental and vision benefits
Paid Maternity and Paternity Leave
401(k) Plan
Employer Paid Basic Life Insurance Policy and STD/LTD
Transportation/Commuter benefits
Employment Referral Bonus
Educational Assistance and Management Training Programs
Casual and collaborative, open-layout work space - dog-friendly office in Chicago
Catered team lunches - every other week
Cold brew and beer on tap
Regularly scheduled team gatherings

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Foosball, Darts.
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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