Customer Success Representative

Company: LeaderFactor
Role: Customer Success Representative
‍Status: Full-time
Location: Lehi, Utah Hybrid

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LeaderFactor helps organizations achieve culture transformation through psychological safety. We offer a powerful combination of content, design, technology, and service that comes together to create a world-class customer experience. We are on a mission to influence the world for good at scale through creating and delivering the most elegant, practical, and powerful human performance solutions.

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Context:

Organizations across the world are beginning to recognize the moral and competitive imperative to create a culture of rewarded vulnerability (high psychological safety) where employees feel (1) included, (2) safe to learn, (3) safe to contribute, and (4) safe to challenge the status quo – all without fear of being embarrassed, marginalized, or punished in some way. Psychological safety is becoming a term of employment. The demand for the conditions is not going away; it’s here to stay. Five forces are driving the demand for psychological safety around the world:

• Engagement & Retention
• Social Justice & Equity
• Mental Health & Wellness
• Personal Growth & Development
• Competitiveness & Innovation

Without psychological safety, organizations can’t create sanctuaries of inclusion and incubators of innovation. LeaderFactor provides the unique ability to help organizations move from theory to practice. We’ve designed solutions that teach, measure, and improve psychological safety across The 4 Stages (Stage 1: Inclusion Safety, Stage 2: Learner Safety, Stage 3: Contributor Safety, and Stage 4: Challenger Safety). 

We’re looking for people who are extremely talented, hard working, and passionate about supporting customers and stakeholders in their efforts to achieve culture transformation through The 4 Stages of Psychological Safety. We work hard and we’re set on accomplishing our mission. We operate on the values of integrity, competence, mutual respect, communication, initiative, and service.

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Responsibilities

Customer Support

• Responsible for executing all stages of the customer support experience: ticket intake, triage, troubleshooting, solving, and improving. 
• Responsible for maintaining knowledge base content.

Customer Success

• Responsible for understanding customers: their needs, challenges, and goals.
• Engage with account executives to receive deals and deliver a high quality customer experience during fulfillment.
• Responsible for executing & delivering the customer experience including customer onboarding and ultimately delivering value and transformation.
• Responsible for developing relationships with key customer stakeholders to enable quality delivery. Be the point of contact for customers and set the foundation for long term customer relationship. Become a strategic partner to stakeholders and achieve cultural transformation.  
• Responsible for mitigating churn and increasing customer lifetime value.
• Responsible for recording, sharing, and improving customer experience.  
• Engage with the product team to identify features and technology needed for delivering a world-class customer experience.

Qualifications 

• Self-directed and aggressive learner
• Accountable and independent
• Detail oriented, organized, precise, and thorough 
• Preference for small team and growing organization
• Very strong written and communication skills
• Technologically inclined

Additional or Preferred Qualifications:

• 1+ years of customer facing experience
• Pursuing Bachelor's degree, Bachelor's degree, or equivalent work experience

Benefits 

• Work in a psychologically safe environment
• Access world-class professional development solutions
• Achieve tremendous professional growth
• Serve a global customer base across industries 
• Flexible work environment: virtual and in-person
• 100% paid healthcare premiums

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Please apply using this application form.

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