Customer Success Associate

We live in a time in which there is constant change around us. Across all industries, there is movement towards change and advancement, for better or for worse. Here at Volumental, we sincerely believe in a brighter future, and we want to build technology that makes our world a better place. We make technology that helps people, and currently, we provide a 3D scanning solution that serves both shoe-shoppers and footwear brands like New Balance, Bauer, and ECCO. We know that technology is and will forever be advancing, and we want to be a part of driving it for the better.

We are here to help people. And thus, we value our customers and the people who use our products greatly. Like a great parent, mentor, and inspiring friend: we are not here to just make customers happy, we are here to make them successful. We want them to be successful when using our products, and we want them to truly gain value from our tech and solutions. We want to help them do their best.

To be true to our values and goals of growth, we have decided to build out our Customer Success Team and are looking to hire a Customer Success Associate.

As a CS team member, you will get to interact with different kinds of people across the footwear industry in a B2B environment - from HQ leaders to in-store, store associates and managers. This is a customer facing role, and we are looking for you, you beautiful, passionate, and hardworking, people-person, you.



What you will do when you join the CS team:

Onboarding

We believe in doing it right from the beginning. You will onboard new customers by ensuring they are best equipped with all the training and materials needed for a successful roll-out. You will ensure that our customers go through a standard onboarding process, which allows them to learn how to use and integrate our products smoothly. This could mean organizing product demos, sending a series of emails including tutorials, how to’s, setting up their accounts, and providing them an excellent experience when interacting with us at Volumental.

Monitoring/Expanding

You’ll get to learn and play with data to understand customers’ performance and success. Monitoring our customer health and performance metrics, you will provide insights, tips, and best practices, to customers to ensure that they get the most out of our products. Our aim is to help grow our customers for both theirs and our success. It’s a win-win-win situation here, ask us to explain later.

Representing Volumental

You will be the primary point of contact during the onboarding process, and also the piloting process. We want to provide the best experience for our customers to ensure that they are set up for success. Whether it be an email, phone call, video call, f2f meeting, anything… you will be our customer facing rep.

Be Our Internal, Cross-functional Champion

By understanding our customers, their needs, wants, desires, and experiences to the core, you will be the voice of the customer and help provide insights to our internal teams such as: product, marketing, key accounts, and sales.

Growth & Up-Selling

We’re not sales people on the Customer Success team, and we’re definitely not the “typical sales people” you might have heard stories about. Being on the CS team, you will know the customer inside-out and the absolute best. You will know their experiences, their needs, desires, and even their business. You will understand them. And so, who can better advise them on what other products can help them achieve their goals? It’s you! We’re here to help people be successful, and have a good time.

Who we’re looking for (does this resonate with and describe you)?

Natural and great communicator - You love to interact with people from all backgrounds, and can clearly communicate complex concepts in a simple way.
Professional and personable - You balance the tango between being professional and friendly, and you want to master this dance.
Passionate and positive - We are all about good energy. We can train you on what you don’t know, but what we can’t train is your natural energy.
Humble and a team player - You’re a collaborative team member with low prestige, willing to jump in and help.
Adaptable and open-minded - You understand that life throws hurdles and obstacles our way, and you see them as opportunities to learn and grow, and challenges to overcome. You’re not afraid to get into the trenches of admin, or enter high stakes meetings with stakeholders.
High integrity - You’re honest, accountable, dependable, and a good person. You’re not afraid to own up to mistakes, and you are passionate about learning from them.
Patient and empathetic - You care about people and always have people’s best interest at heart. And you know that sometimes this requires extra patience and understanding.
Analytical and data driven - You can tell stories with data, and understand the importance of being data driven in a customer success role.
Absolutely fluent in English - Other languages are of course a plus! :)


Have you recognized yourself in this description? If so, please apply and reach out to us, we already want you!