Customer Success Representative

Overview

At Cloud Academy, we‘re builders. Learning new technology is just as exciting for us as building it. We do this utilizing and developing cutting-edge technology and empowering students, developers, engineers, and companies to build and grow products with robust and constantly updated cloud skills.

Now this is your chance to join our talented team that delivers unparalleled educational content to developers worldwide.

Cloud Academy, Inc. is growing its North America Sales Team, and we are looking for an exceptional Customer Success Representative.

With the rapid adoption of Cloud services around the world there is an innate need for education and training. As individuals, teams and entire companies start to re-architect their businesses to harness the value and flexibility that a Cloud based strategy offers we are seeing the Cloud Academy business accelerate.

The successful candidate will work with Cloud Academy’s Top Customers and assist them starting with on-boarding, all the way to full deployment and adoption of our Continuous eLearning Platform. He/she will understand their needs and wants, and will be able to translate those needs and wants in terms of requirements that CloudAcademy’s Technical and Content Team will understand, and execute upon.

Exceptional customer service skills are a must.

To be successful in this role, you must be a driven individual, have Customer Empathy, and be a Team Player.

What you will do as a Customer Success Representative

• You will develop, maintain and deliver training content to explain how Cloud Academy works to our customers.
• At Cloud Academy we focus on automation: you will identify, configure and tune a Customer Success tool that will allow you to automate a large number of daily tasks.
• Work with our Product and Content team to report feedback and use-cases implemented with/by our customers
• You will have pre-sales, post-sales (maintenance and growth) objectives.
  • Pre-sales
    • During this phase you will start working with our Customer
    • You will consult with our Customer and Sales to set up relevant evaluation criteria
    • Evaluation: assist with on-boarding the Customer
    • You will monitor the evaluation to ensure its success
  • Post-sales
    • Customer On-Boarding
      • Set the customer up for adoption success
      • Deliver product demonstrations to new users, helps with setting up teams, etc.
    • Maintenance
      • monitor and influence content consumption, and report to Senior Management on a regular basis
      • Deliver product updates
      • Anticipate and address Content and Technology features requests
      • Keep Sales and Product Teams always appraised of status
    • Reactive support (less than 10% of your time)
      • Open new support tickets, and facilitate their timely closure.

REQUIREMENTS

• You are entrepreneurial, you know how to engage with Customers
• You must be a driven Individual
• You already have great customer-facing skills
• You have strong listening and presentation skills
• You must be a team player

Skills Desired:

• Self-motivated
• BA/BS degree or equivalent
• Excellent writing and communications skills in English.
• Basic knowledge of Cloud and Cloud related technologies

BENEFITS

• Competitive compensation
• Quarterly and Yearly bonuses based on your achievements
• Stock options
• Full benefits, including medical, dental and vision
• Travels to our US & Swiss offices (San Francisco & Mendrisio)
• Your personal workstation (up to $2000)