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The Opportunity
Shorthand is a growing company that provides a digital publishing platform to many of the worldโs best-known publishers, brands, not-for-profits, and universities. With customers on every continent (except Antarctica!), thereโs never been a more exciting time to join Shorthand. Our company has a rare distinction in this era of money-burning startups of being comfortably profitable. We're a small team of geeks with art and heart, and a high bar for quality.
To deliver our magic to customers and their audiences, we build software that is scalable, flexible, reliable and as simple as possible but no simpler.
We tend to do things a little differently at Shorthand. For one thing, weโre a small, fully remote team distributed around the world and have been for over 3 years, meaning we have established systems and processes in place. For this role, weโll happily take applications from anywhere in the US, EMEA or APAC.ย
The Role
The mission of Shorthand is to create a beautifully informed world. In order to do that, we need to ship tools that make it easy to create immersive reading experiences for the web because it will otherwise be unaffordable and painfully cumbersome for brands and news publishers to produce such content.ย
Our outstanding Customer Success and Support is a big part of the Shorthand magic. The purpose of this role is to support and enchant trialists, freemium and prospective customers by showing them how Shorthand can help them exceed their content goals. Youโll act as the voice of new users and constantly strive to improve their onboarding experience.ย
The successful candidate will join our amazing Customer Success team, and report to the VP of Customer Success. You will also work closely with team members in Sales, Growth, Marketing, Product and Support.
We are looking for someone who:
Is whip smart, as demonstrated by career achievements and/or school/university results.
Loves storytelling, especially visual storytelling.
Has outstanding written and face-to-face communication skills.
Can ruthlessly prioritise competing demands, and stay calm under pressure.
Is detail-oriented and has an extremely high bar for quality.
Can learn fast.
Is empathetic to customer problems and finding solutions.
Gains deep satisfaction from helping others achieve their goals.
Preferably has experience collaborating with diverse, geographically-dispersed teams.
Core Responsibilities:
Become an expert in using Shorthand.
Proactively engage prospective customers who are trialing our software-as-a-service products by helping them understand and derive value from those products as quickly as possible.
Respond to enquiries from trialists, freemium and prospective customers via email and other channels.
Assist with the collection and analysis of data about trial user checkpoints and milestones to support the understanding and optimisation of onboarding flows.
Provide feedback on any friction points in the onboarding process.
Identify opportunities to convert trial or freemium customers to paid using our newly adopted customer success tool, ChurnZero.
Complete subscription signups to our entry plans, and handover larger subscription opportunities to the Sales team.
Assist the Sales and Success teams with the ongoing success and growth plans for customers.
Plan and run public demos for prospects, focusing on visual storytelling best practice.
Assist with producing training, marketing and support materials for trialists, freemium and prospective customers.
Participate in discussion with the Product team around feature ideas and product improvements, reporting customer feedback and suggestions.
Work closely with your colleagues in the Success, Sales, Support, Marketing and Growth teams.
Report on performance and outcomes, when requested.
Personality Attributes:ย
You are a proactive self-starter, who does not need to be told what to do and will be resourceful in order to find solutions to any challenge.
You thrive in a fast-paced and demanding environment, and possess a high level of intellectual curiosity.
You are collaborative, and strive for open, honest and simple communication.
You can adapt quickly to change and often initiate positive change directly.
You find fulfillment in the job itself, and happiness in a job well done.
You love working remotely.
You are happy when our customers are happy.
Experience and Qualifications:
A minimum of 3 years in Customer Success, Sales, Support, Community, or Service role.
A university qualification in marketing, communications, business, or a closely related field.
Experience running demos or training sessions preferred.
Previous experience in SaaS is desirable.
Compensation and Benefits:
Competitive salary.
Equity options.
Opportunity to work in a fast-paced, high growth SaaS company.
Remote working full-time, with allowance for co-working space if required.
Uncapped annual leave.
Allowance for setting up your home office.
Health and Wellness fund to support a healthy lifestyle.
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Salary and compensation
$70,000 — $80,000/year
Location
US, EMEA or APAC
How do you apply?
This job post has been closed by the poster, which means they probably have enough applicants now. Please do not apply.