Customer Success (Customer Experience) Associate / Manager - Entry Level
Thematic, New Zealand
Job Description
Thematic is a venture-backed software company that helps the world's most recognized companies (Google, LinkedIn, Atlassian, DoorDash and many more!) turn free-text customer feedback into insights using AI and Natural Language Processing.
Whether analyzing millions of survey responses, social reviews or chat logs, companies use us to determine the issues they should focus on to improve customer experiences, build better products and grow revenue.
Thematic is growing rapidly and is hiring for an early-career professional to join our Customer Success team, reporting to our VP of Customer Operations.
This is an entry-level role within our team and based out of Auckland, NZ. It will initially work in a hybrid capacity with the potential to become fully remote in the future.
As a Customer Success Manager, some of your key responsibilities will be:
- Own the entire customer relationship - from onboarding to renewal - with senior leaders at our customers worldwide
- Proactively: keep customers engaged and successful with Thematic, using Zoom and our Slack customer community
- Reactively: act as first point of contact for questions, requests or issues, responding quickly and with empathy
- Consultatively: learn the industry and Thematic's capabilities, advising customers on best practices for their business
- Initiate and manage communications with internal teams to resolve customer questions and issues
- Be the "voice" of Thematic's customers with internal teams like Sales, Product, Data Science and Marketing
Requirements
About You - things that will make you successful:
- Likely 0-4 years of professional experience
- Incredible attention to detail, striving to produce flawless work for our customers
- Great communication skills: via email, Zoom and written documents
- Good technical skills: you'll need to learn our software, plus work in tools like Excel, JIRA, Slack and Confluence
- A personality for developing genuine relationships with people
- A curious person, always wanting to learn more
- You are a self-starter with a passion for tackling big problems
- Passion or interest in working for a start-up!
- Added bonus: prior experience with coding or JSON
If you’re a bright, successful, team-player, with crazy attention to detail and can learn quickly -- apply! What you got your degree in doesn’t matter.
Benefits
- Competitive salary and equity
- Monthly home-office stipend
- Endless career opportunities in a fast-growing start-up
- A remote / hybrid work culture
- Company retreats in amazing locations (Hawaii!)
- Opportunity to work with some of the world’s best brands
- Passionate colleagues truly invested in your success
Target base compensation for this role begins at $50k NZD annually plus potential for performance bonuses.