About Liveoak

Liveoak is a fast-paced startup providing disruptive collaboration technology in highly regulated industries such as Banking, Insurance, and Real Estate. We’re a growing, experienced team and well funded by notable venture partners (S3, Wild Basin Investments, Broadhaven Capital, MATH Ventures, Zelkova Ventures, John Hancock, Northwestern Mutual Ventures, and Gibraltar Ventures).  Our growing list of Global and Fortune 100 customers has us looking for the best and brightest minds to join our team!

About the Position

The Customer Success Associate will be focused on helping our customers improve the way they transact business, by driving active usage of the Liveoak platform through proactive outreach, end user support, and hands-on training. You will work closely with customers to discover their business needs and challenges and coach them through using Liveoak to solve them. The ideal candidate will be self-driven, entrepreneurial, and will have a demonstrable technical aptitude and customer-oriented approach. Not only will you ensure customers have the best possible experience, you will also work closely with the product development team to share customer feedback and prioritize and test new Liveoak features.

Your Role

We’re a fast-growing startup, and you’ll have an opportunity to interact with various parts of our organization. Functions of your role will likely include:

• Drive adoption and active usage within existing customer base

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty

• Effectively resolve customer inquiries in a considerate, accurate, and timely manner

• Triage incoming requests and spot trends in customer issues to flag for the wider team

• Partner closely with product development team to translate business needs and product requirements into new solutions for customers

• Identify, reproduce, and document bugs for our engineering team

• Coach customers to be product experts and train their teams so they become increasingly self-sufficient

• Leverage data & analytics to target accounts for intervention and engagement

Qualifications

• 1-3 years in a customer-facing role such as customer success/support, account management, strategy consulting or other relevant experience. SaaS experience a benefit.

• Consistent track record of high achievement in a fast-paced, dynamic environment

• Strong interpersonal skills, clear communication style and attention to detail

• Ability to contribute to building new processes and systems

• Driven, dedicated teammate with creative ideas to inspire customer adoption

• Technical aptitude--you should very comfortable working across all modern internet browsers, operating systems, and devices.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.