Product Specialist, Customer Success

Spiraledge • Campbell, CA 95011

Posted 2 weeks ago

Job Description

Tend

As a brand of Spiraledge, we hold a vision of building tools that enable anyone, anywhere, at any scale to grow good quality food. To that end, we've embarked on a mission to be the number-one tool at helping diversified farm managers streamline their farming operations, from planning through sales. You'll be joining a young company with a passionate team that strives to have a long-term major positive impact on the food system.

Opportunity:

Tend's Product Specialist is responsible for working directly with customers as well as our Product Management team. We believe that customer feedback and support has a critical role in the product lifecycle. You will help customers get started and grow in using Tend, answer product questions, track user feedback, report and escalate issues to engineers and act as the bridge between our customers and our Product and Engineering teams. You will also be responsible for writing and coordinating marketing communications sent to our growing customer base. Our office is in Campbell, CA, but remote work is a possibility.

Responsibilities:

* Respond to all customer inquiries in a timely manner (less than 24 hours during the week)

* Funnel customer feedback up to product managers via regular reports on areas of interest, ad-hoc meetings, and communication in Slack

* Become an expert in Tend: create help center documentation for key inquiry drivers and video tutorials for main feature areas

* Triage and file bug tickets for bugs and enhancements

* Conduct software demos over the computer

* Organize regular product calls with current customers

* Write, compile and send marketing and transactional email campaigns and communications

* Manage customer email lists; segment based on certain attributes or behavior

* Make updates to Tend.ag

* Work with product team to compile and send product updates

* Perform other duties and projects as assigned

* Maintain a positive work atmosphere that strengthens the team

* Conform with and abide by all regulations, policies, work procedures and instructions

About you:

* Have worked with technology product Customer Support teams

* Excellent and professional written communication skills

* Empathy for customer problems and a desire to help solve them

* Excellent attention to detail

* Are a systems thinker and have experience developing systems for organizing information and reporting

* Care about and have the ability to deliver a great customer experience

* Ability to explain complex topics in plain english

* Knowledge of product development cycle and customer support strategy

* Interested in technology and agriculture, with an excitement to help influence the future of Tend

* Experience with modern office software: JIRA, Slack, Intercom, and Zendesk, email marketing tools such as Mailchimp/Constant Contact/Sendgrid

Bonus:

* Experience farming, especially on a diversified farm

* Have worked in a start-up environment

* Skilled at marketing copywriting

Physical Demands:

The employee is regularly required to sit, talk and hear frequently; use hands and fingers to type, write; reach with hands and arms for tasks such as keyboarding, opening filing cabinets, and some light lifting as necessary to function in an office environment.

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