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Customer Success Specialist

| Chicago
Please send resume and cover letter to [email protected] with Job Title/Built In in the subject line.
Apply now

Who We Are

Ascent is a Chicago-based startup that closed its Series A funding round of $6M in 2018. Our team is scrappy, creative, and collaborative with a “Yes, and” mentality. While we’re committed to doing great work, we also cherish having an empathetic, fun environment where everyone feels safe sharing their ideas and problem-solving together. We prioritize diversity, equity, and inclusion and believe strongly that a team with different backgrounds and perspectives produces better results.

Together, we’re solving a $64 billion global problem in regulatory compliance. Watch this video to learn more about what we do.

Who You Are

You will thrive here if you are highly self-motivated and self-directed. In your professional work, you consider your end user to be of highest importance. You are committed to lifelong learning, and desire autonomy and full ownership of your work product, including willingness to tackle projects head on and excitement about personal growth.

Key Functions

The Customer Success Specialist’s key functions fall primarily into two areas: 1) Customer Success and 2) Change Management.

Customer Success

The Customer Success Specialist (“CSS”) owns the entire post sales process.  In order to be able to own the customer experience, the CSS needs to have a clear understanding of the entire customer lifecycle.  The CSS and the Implementation Specialist work closely together during the sales finalization process, and the CSS should play an active role during the implementation process in order to have a good understanding of the customer’s existing processes and how they translate to the Ascent Platform.  

Having a good understanding of the customer’s needs will allow for an easy transition from sales to implementation to ongoing support.  During the transition process, the CSS needs to be aware of which features the customer has expressed an interest in (additional regulators, additional users, new product features) in order to help achieve the customer’s goals.

Change Management

The CSS is an integral part of the implementation process. The purpose of the implementation team is to ensure a smooth transition of customers onto the Ascent platform.  The implementation process begins during the sales process, continuing through to executing the contract. The Sales team and the CSS work closely together prior to the contract being finalized to ensure ongoing customer engagement and responsiveness to customer communications.

Role and Responsibilities:

  • Work closely with the Sales and Implementation team to ensure a smooth transition of the customer onto the Ascent platform.
  • Understanding of financial services and how Compliance, Risk and Legal departments function
  • Be an expert on the Ascent platform and have an in depth knowledge of our product and features.
  • Be a solutions expert for our customers – Always be seeking new ways for Ascent to make the customer’s life easier
  • Be the voice of the customer at Ascent – Ensure that all customer feedback is received and escalated to the appropriate team
  • Be the face of Ascent in all matters – The CSS should be the single point of contact for all customer related issues and requests
  • Build strong relationships not only with the customers, but also with the Ascent teams – In order to provide our customers the highest level of support possible, ensure that you have a good understanding of the Ascent organization and the people within it. 
  • Knowledge of Ascent will allow you to quickly and properly route issues and requests to the appropriate teams.
  • Be an expert in analytics – Use analytics to track customer engagement and their experience.  See what features the customer is using and possibly provide advice or guidance into other features.
  • Deep understanding of the industry and how the Ascent system integrates into the customer’s environment 
  • Some project management experience would be a plus.

Qualifications

  • 2 to 3 years of experience working in a customer facing role (ex: Account Management or Customer Success)
  • Strong understanding of Financial Services industry as it relates to Compliance, Risk and Legal
  • Experience working with technology or SaaS solutions
  • Experience working with CRM software
  • Prior experience working with analytics software; Having knowledge in pulling reports and manipulating data in order to gather valuable insights into the customer experience.

Benefits

Ascent employees enjoy many benefits and perks, including:

  • Competitive compensation
  • Medical, dental, vision, mental health insurance – with premiums fully paid by Ascent
  • 401K offered
  • Unlimited PTO and Bank Holidays
  • Flexible work schedule
  • Your choice of hardware and software
  • Professional development stipend
  • Top floor office in Prudential Plaza with an amazing view of the park/lake and Pedway access
  • A collaborative environment with like-minded professionals excited to build a company and product together
  • Opportunity to move up fast in the company and potentially manage people

The Customer Success Specialist reports to the Director of Solutions Engineering. 

Salary:  Competitive

Location: Chicago, Illinois 

Start Date: ASAP 

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Please send resume and cover letter to [email protected] with Job Title/Built In in the subject line.
Apply now
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

Our office is convenient to all loop trains and many buses, and the Pedway! We have a great selection of healthy lunch options nearby.

An Insider's view of Ascent

What are some social events your company does?

Our leadership really believes in building and strengthening our community here at Ascent. We've had a day-long company outing to a baseball game. We have monthly team lunches, which are a good way to connect with colleagues over food. We also have movie outings and happy hours that we all enjoy together!

Shubhangi

Regulatory Intelligence Analyst

What's the biggest problem your team is solving?

My team coordinates work that needs to be done by both people and machines. We do this by creating delightful interfaces/experiences for our users and by augmenting our workflows with machine learning to produce work that’s intuitive and efficient. This means my team gets to play with fun tech from the frontend all the way to the back.

Conrad

Senior Software Engineer

What makes someone successful on your team?

Prior to joining Ascent, I used to believe "brilliance is evenly distributed but opportunity is not". Here at Ascent, irrespective of your gender, race or color, the opportunity to impact and change the world around you is evenly distributed and all anyone would require to succeed is the passion and desire to solve problems.

Sunkanmi

Software Developer

How do your team's ideas influence the company's direction?

Our job as a leadership team is to provide context, not solutions. The people working directly on a project are in the best position to make decisions, so we hire smart people and then trust them. We're here to support our teams and to make sure efforts are aligned across the company.

Chris

CTO

How does the company support your career growth?

I started in Customer Success, but an opportunity arose for me to officially pursue the role of Product Manager for our Customer Application. I received support for this pivot across the management team and from my peers. It was such a refreshing feeling to have people who believed in my ability to support such an essential role in the company.

Sura

Product Manager

What are Ascent Perks + Benefits

Ascent Benefits Overview

Everyone brings a unique set of skills and talents, and we want to take advantage of everything you have to offer. We also want to make sure you get as much out of this opportunity as you put in, and we’ll give you the support you need for Ascent to be a transformational period of growth in your career.
Our team enjoys a number of benefits and perks, including:

— Competitive compensation
— 401(k)
— Medical, dental, vision, mental health insurance - with premiums fully paid by Ascent
— Your choice of hardware and software
— Flexible work schedule
— Professional development stipend
— Top floor office in Prudential Plaza with an amazing view of the park/lake and Pedway access
— The opportunity to work with smart people on challenging problems!

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Multiple plan options with Blue Cross Blue Shield, as well an HSA (Heath Savings Account).
Onsite Gym
There is an on-site gym in Prudential Plaza which is free to employees.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Ascent offers a completely flexible scheduling and work from home policy.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Professional Development Benefits
Job Training & Conferences
Ascent offers a generous professional development stipend per year.

Additional Perks + Benefits

We want to create an environment where people can do their best work. That means supporting our employees in their careers, in their health, and in their lives. We're always looking for (stage-appropriate/responsible) ways to concretely demonstrate these values. For example, we pay 100% of our employees' health premiums!

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Please send resume and cover letter to [email protected] with Job Title/Built In in the subject line.
Apply now
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