Customer Success Analyst

Customer Success Analyst Remote (Canada)

Overview

With the launch of our new product, Labbit, we are excited to build our first Customer Success Analyst Team at Semaphore that will play a key part in our customers’ experience. In this role, individuals will work directly with our customers and are an integral part of the team as we transition into a product company and grow the Customer Success organization. This role is an opportunity to develop technical skills and learn about the critical function that a platform plays within a laboratory setting. We look forward to helping the Customer Success Analyst (CSA) learn about our product's technical landscape and contribute to customer success by resolving and escalating technical queries. About the Opportunity Reporting to the Head of Customer Success, you will join a new team at Semaphore focused on enabling customers as their first point of contact after the platform is implemented in their lab. You will be responsible for triaging Tier 1 issues, routing internal requests as appropriate, and escalating requests that require additional support. Issues that can be resolved at the Tier 1 level will be your responsibility to troubleshoot and close. You will also prepare technical documentation on product usage and troubleshooting as you learn the product and how our customers use it. As a CSA, you are motivated to grow your technical and product knowledge and understand the importance of self-learning, as the team builds out its initial processes and procedures. You are someone who can stay organized day-to-day, as you will drive process documentation while also monitoring various queues for customer-reported issues. When responding to customer queries, you will action issues appropriately based on triage resources and escalation pathways. To be successful in this role, you must be service-oriented and have strong written and verbal communication skills, as this will lend well to prompt, thorough and positive support for our customers. You thrive in a dynamic team environment and can adapt with ease to changing responsibilities throughout the day. As this is a new role, it will be important not to shy away from asking questions or seeking clarification when needed; we are a team that values collaboration to find solutions. Experience in genomics, clinical laboratories, or health sciences is an asset but not required. Please note that this role will include an on-call component, so the ability to work outside standard business hours is a key requirement. Must Haves Ability to manage Tier 1 technical issues gained through experience, education or a combination of both. Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support. Positive attitude and solutions-focused approach to providing customer support for both internal and external questions. Conscientious and detail-oriented with an ability to create comprehensive process documentation. Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers. What to Expect Within One Month You’ll start to familiarize yourself with our practices and processes You’ll start learning our product and domain You’ll work with the Head of Customer Success to build out the process and function for the Customer Success organization You’ll start to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients You’ll experience a company stand-up and enjoy (a virtual) lunch with the team Within Three Months You’ll have to familiarize yourself with our practices and processes You’ll continue learning our product and domain You’ll continue to work with the Head of Customer Success to build out the process and function for the Customer Success organization You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients You’ll start answering incoming client requests for assistance via our ticketing systems You’ll start taking on call shifts to support clients with critical issues through escalation pathways You’ll become familiar with our collaboration tools (Slack, GitHub, Jira, GSuite, and Confluence) and engage with our culture and channels Within Six Months You’ll be fully onboarded into our CSA role You’ll work to improve our practices and processes You’ll have a solid understanding of our product You’ll continue learning our domain You’ll continue to work with the Head of Customer Success to improve processes and functions for the Customer Success organization You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients You’ll continue answering incoming client requests for assistance via our ticketing systems You’ll have regular on-call shifts to support clients with critical issues through escalation pathways You’ll attend one of our company-wide celebrations Why people enjoy working at Semaphore Competitive base salary of $69,500 - $84,000, depending on location and experience RRSP matching Competitive vacation time and sick leave Extended health coverage and a health spending account Flexible, remote-first work with a focus on sustainable workloads Company on-sites and opportunities to build real connections Annual professional development budget and growth support Employee Share Option Plan