Customer Success Specialist

What is Invelo?

Invelo is a startup SAAS platform used by real estate professionals. The company was formed from its sister company, Open Letter Marketing (OLM), one of the most respected direct-to-seller marketing companies within the real estate investment industry.

Invelo was created to fill a critical void in the real estate industry, which combines an intelligent CRM with a full marketing engine, education, and community. We have developed strong partnerships in the industry and we are on a rapid growth path.

Unique Opportunity

As an early-stage company, Invelo provides an incredible opportunity for employees to directly impact the growth of the business. Employees will help develop the fundamental building blocks of the business and contribute to the organization’s vision through creativity, desire, and scrappiness.

Qualifications

– Proven experience in operations, process improvement, and implementation
– Strong analytical skills and proficiency in data-driven insights and decision-making
– Established technical writing skills
– Familiarity with customer success tools and CRM systems
– Excellent communication and collaboration skills
– Detail-oriented and analytical mindset
– Passionate about the ability to optimize operations and drive success
– Highly preferred previous SaaS experience

Responsibilities

1. Operations

– Identify, evaluate, select, and implement customer success tools and systems to enhance efficiency and productivity for the customers success team
– Provide training and ongoing support to the customer success team in utilizing these tools effectively
– Analyze and improve existing customer success processes to enhance efficiency and effectiveness including identifying bottlenecks and implementing solutions
– Collect and analyze customer data to derive insights that inform decision-making and customer engagement strategies
– Generate reports and dashboards to monitor KPIs and customer health metrics.
– Manage the customer ticket process with the customer success and product teams, including feature requests and support tickets
– Collaborate with Sales, Product, Marketing, and Support teams to align efforts and share insights related to customer success
– Maintain documentation of best practices, templates, and resources for the customer success team
– Create and execute customer support resources including help desk articles, tutorial videos, Academy resources, onboarding resources, product updates, satisfaction surveys, and more

2. Customer Success Support

As a small start-up, every member of the Invelo Customer Success team needs to be able to provide support for our customers as needed, including:

– Provide application support and nurture customer relationships via online chat, phone and text conversations to ensure customers have the optimal experience (The CS Ops role will be responsible for the inbound chat communication and delegating conversations to the appropriate CSM for the time being)
– Support fellow customer success team members with customer interactions
– Provide basic onboarding, including group onboardings and one-on-one onboardings when needed
– Identify upsell opportunities with users and communicate with CSMs
– Collect customer requirements and feedback to relay to the customer success and product teams
– Showcase newly released features, maximize the usage of relevant features, and highlight the product roadmap when needed
– Understand customer and system problems, think of solutions, and effectively communicate the same

APPLICATION PROCESS:

**Prior to your interviews:

1. Loom Video: Using Loom, record a 2-3 minute video where you explain how to complete a task in a software application of your choice. Please do not use Canva as your example

2. Tell me about a procedure that you have developed

3. Why are you interested in applying for this position?