Customer Success Enablement Specialist
The Job
Data loss can be devastating. Whether it’s caused by human error, bad code, rogue integrations, or malicious intent; all companies are at risk. OwnBackup is the #1 data backup, archiving, and sandbox seeding app on the Salesforce AppExchange. With over 2,000 customers, we are ranked #25 on Financial Times’ list of America’s fastest growing companies, and have raised $100 million in venture funding.
OwnBackup is looking for a Customer Success Enablement Specialist to join our team! There are a few things we take really seriously here at OwnBackup: building an amazing product and providing the best possible service to our customers. Our clients love our product, and it's incredibly unique to provide support in an environment where the vast majority of interactions are so positive.
Your Day-to-Day Role
- Design and improve onboarding processes, procedures, and tools to continually elevate, enhance efficiency and improve OwnBackup's customer onboarding experience
- Engage with key customer users to understand their business and technical goals for using OwnBackup and build strong relationships with them
- Define and track key performance indicators for the customer onboarding process
- Effectively deliver engaging enablement presentations, training, and workshops via Zoom, In-Person, or On-Demand; tailoring enablement and support that aligns with customer strategic business goals (in summary, showmanship matters since this is a customer-facing role)
- Report on customer onboarding status and customer satisfaction levels by cohort
- Continuously improve the customer onboarding experience and never settle for the status quo
Your Work Experience
- Successful track record of managing onboarding projects in one or more of the following areas: Analytics/BI, e-commerce, CRM, sales tools, or marketing tools
- Exceptional presentation, written and oral communication skills; with an ability to communicate technical concepts to non-technical users
- Self-directed, proactive, strong problem solving/troubleshooting skills; and an ability to manage conflicting priorities
- Superior project management and organization skills
- Experience in driving software adoption and usage in SaaS business
- Known for your strong collaboration, and can maintain enthusiasm throughout the onboarding engagement
- High level of intellectual curiosity
- Bachelor’s degree or equivalent experience mandatory; Masters preferred
- 3+ years’ experience in customer-facing or consultative roles
- Thrives in a fast-paced, high performance, technically challenging, data driven environment
- Have proven ability to drive true value for customers
- Have demonstrated desire for continuous learning and improvement
- Have a passion for delivering superior customer experience and outcomes
Important Details
This is a full-time position. The ideal candidate will work out of our New Jersey office to maximize interaction with business.
Here at OwnBackup, culture is as important as results, and a key part of our culture is our differences. As we scale to help all types of companies protect precious data, our team must reflect the diversity we serve. OwnBackup is an Equal Opportunity Employer and we believe that every employee in the company brings a unique perspective that they can and should contribute in order to make an impact every day. We strive to be one team, one culture, and one family that builds trust through transparency. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status or disability status. OwnBackup will consider qualified applicants with criminal histories in a manner consistent with applicable law.
A Bit About Us
Have a look at our market opportunity and read through the AppExchange reviews to get to know OwnBackup a little better. Founded in 2015, OwnBackup is backed by top-tier venture capital firms and Salesforce Ventures. The company has experienced 100% y/y growth, establishing early market dominance in a big addressable market. To put it in perspective OwnBackup has 2k customers and nearly all of Salesforce 150k customers are a potential fit to use our products. Given the company’s vision to be the leading Cloud Data Protection Platform, there are also plans to expand into other SaaS ecosystems in the company year.