At Derive, Customer Success is the foundation of our company to ensure customer delight, loyalty, and the best support in the industry. Our vision is to put smiles on the faces of enthusiasts, and our mission is to genuinely and enthusiastically provide solutions to customers to extract the maximum value from our products while ensuring customer loyalty and experience.
CST’s are responsible for answering customer's questions, concerns, troubleshooting issues with devices or software as well as giving customers advice and direction on how to extract the most value out of our products and services.
Essential Duties & Responsibilities:
Measures of Success:
Accurately and efficiently creating and logging cases for all customer interactions. Detailed note-taking so that issues in the field are repeatable and engineering can properly investigate. Exceptional interpersonal relationships and customer experience.
Impact on Organization:
Excellent customer service and product knowledge to provide the best customer experience possible. Exceptional attention to detail, problem-solving, researching, note-taking, and case logging will streamline efforts to fix critical issues in the field. This will result in our teams providing the best customer success and experience in the industry.
Critical Work Relationships and Work Flow Interdependencies:
Critical relationships will include all sales staff, CLST members, QA, returns, production, shipping departments, and engineering employees. Exceptional customer service relations.
Complexities/Critical Success Factors:
Highly motivated, high level of work ethic, punctuality, ability to work independently and in a team environment. Achieving all measures of success.
This role can be based in the following states: AZ, CA, CO, FL, ID, IL, OH, PA, SC, or TN.
This position is eligible to participate in company medical, dental, disability, paid time off, and 401(k) plans. Colorado's 2021 Equal Pay for Equal Work Act requires an estimated base range for this position: $14.00/hour - $18.00/hour. Actual range is based on fair market value of the role in the geography in which you live based on requirements of the job and your skills. This posted range is a good faith and reasonable estimate. Derive Systems reserves the right to adjust this range depending on the qualifications of the selected candidate.
Derive Systems provides equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, genetic information, age, or any other status protected under federal, state, and/or local laws.