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Customer Success Representative

| Chicago

ktMINE is a technology company that leverages big data to derive insights and improve strategic business decisions. With 70% of a company’s worth tied to intellectual property (IP), ktMINE focuses on mining and connecting IP data to revolutionize business intelligence. Through custom-built technology, specialized algorithms, and data analysts paired with IP experts, ktMINE built the world’s first all-inclusive IP data repository and SaaS-based analytics platform.

ktMINE’s IP Data & Analytics Platform is a subscription-based solution that provides access to its vast repository of IP data including royalty rates, license agreements, patents, trademarks, IP connections, IP news, patent court cases, and M&A deals and rumors.  With intuitive search capabilities, users quickly see the full IP landscape of a technology sector or industry, and responsive analytics allow immediate competitive landscape trends insights.

ktMINE’s Data as a Service (DaaS) enables customers, ranging from third-party database partners, consulting, and corporate users to integrate ktMINE data directly into their applications for internal and external users to leverage the data to facilitate their research.

To support our plans to improve and expand the support available to our users, ktMINE is seeking a Customer Success Representative to join our growing company.  As part of our Customer Success team, the Customer Success Representative will help drive the future of ktMINE Support. This individual will be responsible for building and formalizing the customer success process and identifying gaps and areas for improvement to expand our offerings to our customers and prospects. We pride ourselves on our customer interactions and satisfaction and want to hire a committed and resourceful team member to grow our efforts.

If you are a driven person, seeking a technology-focused environment where every employee has a voice and collaborates daily with people who appreciate the contributions that our Business Development Consultants make to the company, ktMINE may be the ultimate environment for you.

Responsibilities:

  • Responsible for the renewal and identification of potential upsell of current customers
  • Promote the value of the customers investment in their ktMINE subscription, to ensure that customers are adopting the product, to provide the customers with learning opportunities, and to gain feedback on future product enhancements direct from customers
  • Manage inbound customer calls and email inquiries
  • Create and document ktMINE support policies
  • Build and maintain customer support product documentation
  • Coach customers to ensure they are leveraging their resources at ktMINE
  • Effectively network within accounts to gain further adoption and sales across the organization.
  • Develop an understanding of typical business challenges faced by customers and common objectives to map ktMINE features and associated business benefits to address their needs
  • Develop and maintain long-term relationships with customers in your account portfolio
  • Contribute thought leadership and best practice, both internally and externally
  • Be the liaison between customers and ktMINE Marketing, Sales, and Technology groups
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition

The ideal candidate will have:

  • Strong communication skills
  • Creativity and entrepreneurial spirit
  • Ability to work independently as well as a desire to be a productive member of our team
  • Ability to multitask, manage, prioritize and meet multiple deadlines
  • Positive attitude and a desire to deliver high quality work

Desired Qualifications

  • BA/BS in Marketing, Communications, English or related field
  • 2+ years’ experience in sales, account management, customer support or a related field
  • CRM (Salesforce)
  • Marketing Automation (Pardot)
  • Experience with customer support portals and systems, like Zendesk, Salesforce Service Cloud, Uservoice, Freshdesk
  • Strong communication skills and attention to detail
  • Strong written skills
  • Ability to multi-task, prioritize, and manage time effectively
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • SalesforceCRM
    • Salesforce PardotEmail

Location

Chicago’s West Loop is our playground. Located near major public transportation hubs along with trendy bars and restaurants for post-work socializing.

An Insider's view of ktMINE

What’s the vibe like in the office?

We are smaller, and as mentioned before, we are like family, so corporate-like politics is non-existent. If help is needed, we chip in, regardless of title, level, or experience. Each person and each department has a different personality making room for all. People want to do their best.

Eric

Market Lead of IP Strategy & Valuation

What makes someone successful on your team?

Two things make successful team members: a willingness to assist teams outside our own and creative problem solvers. We tackle a ton of challenging problems that require creative solutions from a variety of people beyond the project owner, and anyone that can get creative and assist on tasks outside their job description moves our company forward.

Meg

Data Operations Manager

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

The team is the company of which I am a member as well. Every team member has a direct impact on the company’s direction through their own unique experiences and insights they bring in every day, that’s what keeps us moving forward.

Mike

Chief Executive Officer

What’s the vibe like in the office?

The reason I joined ktMINE at this stage in my career was that the culture does not bind one to one's title and job description but encourages collaboration for the greater outcome and serves the clients based on their needs, not ours.

Kim

Director of Sales

What are ktMINE Perks + Benefits

ktMINE Benefits Overview

We have a great selection of benefits from competitive insurance plans to fun office perks!

Culture
Volunteer in Local Community
Friends Outside of Work
Eat lunch together
Intracompany Committees
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team Workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
ktMINE offers pre-tax commuter benefits for all employees.
Company Outings
Game Room
Our game room includes Foosball.
Stocked Kitchen
ktMINE has a fully stocked kitchen including unlimited snacks, coffee, and tea.
Happy Hours
Professional Development Benefits
Job Training & Conferences
Lunch and Learns
Cross-Functional Training Encouraged
Promote From Within
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