Customer Success Specialist

Chicago, IL
December 20, 2024
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Job Description

The Specialist is a member of the Services team and furthers the mission of the organization by providing the highest quality service to customers, partners, and other members of the ecosystem. This customer-facing role provides technical assistance that may be done on-site, in-house, and/or remotely, as part of our approach. Specifically, this individual is responsible for working with end users with regard to the various software features and functionality – setup, education, and configuration of workflows, reporting, and integration with other packages/tools/databases.
The individual must have a “can do” attitude; engage in a team collaborative environment; and ensure that all materials comply with policies and procedures while providing guidance and assistance to clients and staff.
Core Duties

  • Partner with colleagues on the Customer Success team to ensure customers achieve a return on investment for their subscription
  • Effectively manage small to medium software implementation projects:
  • Develop onboarding plans to efficiently complete projects given audience availability.
  • Conduct discovery meetings to understand/document current business processes, management objectives, and process workflows.
  • Facilitate sessions with customers to train them on the use of various features and functionality with the Jobba platform.
  • Configure features and functionality across various business processes.
  • Discuss, document, research, and provide resolution for customer questions.
  • Assist with the identification and delivery of add-on services.
  • Use available tools to analyze subscription usage, identify adoption issues, and develop engagement strategies to reduce churn
  • Monitor KPIs and deliverables to assess overall customer health.
  • Embrace flexibility by undertaking ad-hoc tasks and projects as needed.

Education & Experience

  • Bachelor’s Degree from an accredited 4-year college or university or equivalent experience.
  • Minimum of 2+ years of experience in consulting services and/or software implementation.
  • Experience with the construction industry would be ideal (but not required).
  • Project management related certification would be ideal (but not required)

Knowledge, Skills, and Abilities

  • Strong organizational, time management, prioritization and decision-making skills
  • Proactive mindset, with a willingness to take on challenges and adapt to new situations.
  • Proficient with Microsoft and/or Google apps, as well as IOS.
  • Ability to manage a variety of simultaneous projects within tight deadlines, excellent organizational and time management skills.
  • Excellent interpersonal skills, sound judgment, and diplomacy required to interact effectively with and provide customer service to a broad audience.
  • Technical aptitude and troubleshooting abilities with experience solving technical issues.
  • Willingness to work both independently and as an integral part of a team.
  • Willingness to develop presentations, write reports and correspondence.
  • Good interpersonal and communication skills.

Working Conditions

  • Travel up to 25% to customer locations

Work Standards

  • Interpersonal Skills – demonstrates the ability to work well with Jobba colleagues and clients and with external organizations.
  • Promote Culture of Safety – demonstrates commitment to personal responsibility and value for safety. Communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
  • Subject to and expected to comply with all applicable company policies and procedures, including but not limited to the personnel policies and other policies found in the company handbook.
  • Specific duties and responsibilities may vary depending on company needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Physical Requirements

  • Constantly perform desk-based computer tasks.
  • Frequently sitting, use a telephone, grasp lightly/fine manipulation, bending, lifting, standing, and carrying equipment.
  • Occasionally lift/carry/push/pull objects that weigh up to 20 pounds.
  • Consistent with its obligations under the law, the company will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

About Jobba
Jobba Trade Technologies is a cloud-based SaaS that helps roofing companies communicate between the field team and office teams to provide effective job management with an engaging customer experience. These client management solutions create important outcomes – increased profits and better client retention and referrals.
Jobba Trade Technologies is built on cross team collaboration built through in-person interactions. Our Rosemont location has easy access to the Blue line and freeways. In addition to having ample office space to provide a comfortable working environment, we offer an onsite gym, free parking, cafes and knowledgeable team members you can learn from. While we are primarily onsite, we all have priorities outside of work and are flexible to support our employees as needed.
At Jobba, we focus on continuous improvement – of our product, of our company, and of ourselves. We don’t expect our employees to be perfect. We know you’ll be excited to be learning and growing all while positively impacting our clients and our business.
Jobba Trade Technologies offers a comprehensive benefits package including health, dental, vision, life, 401K and 401K matching.
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
For this role, we are unable to sponsor or take over sponsorship for work visas.