Job Description

We are all about enabling manufacturing enterprises to crowdsource their knowledge from the factory floor with a bottom-up approach. A mantra that also lives strong within SwipeGuide!

We are now looking for an additional  Customer Success & Enablement Specialist to join our small, close-knit CS team and work closely with Molly and Adele on customer enablement, onboarding and account management strategies to deliver value to our global manufacturing customers.

Your mission?Maximise customer retention and expansion by providing exceptional customer service and support. You will help our customers better understand and find value in the products and services we offer and achieve impact throughout the entire customer journey.

 
YOUR RESPONSIBILITIES AS THE CUSTOMER SUCCESS & ENABLEMENT SPECIALIST

You will work closely with various departments, including Sales, Product Development, and CS, to identify training needs and design customized learning solutions. You will work closely with your EU Enablement counterparts to support the company’s growth and success.

A day in the life of the Customer Success & Enablement Specialist could look like this:

Customer Success:

• Serve as the main point of contact for assigned clients, Proactively engaging with them to understand their needs and identify opportunities for upselling or cross-selling additional products or services, whilst also responding to their inquiries and troubleshooting technical issues via email and chat during US hours

• Resolve client issues and escalations in a timely and effective manner, ensuring high levels of customer satisfaction.

• Onboard new clients, ensuring they have a smooth transition and understanding of our products or services.

Enablement

• Collaborate with US and EU Enablement teams and subject matter experts to assess training needs and develop learning objectives.

•Develop and deliver training materials and sessions, including presentations, manuals, workshops and online courses, tailored to the needs of different teams and roles.

• Evaluate the effectiveness of training programs through assessments, surveys, and feedback mechanisms, and make recommendations for improvements.

WHO ARE WE?

We are SwipeGuide. We are on a mission to empower frontline teams. Imagine working on a busy production line, relying upon outdated work instructions and inadequate on-the-job training. It’s time to simplify how people work and learn at the frontline. We offer a frontline 'how-to' SaaS platform for collaborative and connected work at scale and a “know-how” platform for simplified skills management for factory teams. These platforms help global manufacturers drive operational excellence through standard work and frontline skills development hassle-free. We all know that a digital future is unavoidable, and we're providing the software essential for digital transformation in manufacturing. Oh, and we are saving trees simultaneously And it's working... We had five people and only a handful of customers in 2016, and today, we have thirty Swipees, 100,000+ platform users in 89 countries worldwide. We support customers like Heineken, Coca-Cola, and PepsiCo!

WHAT'S IN IT FOR YOU?

• Unlimited holidays (and it works - our average PTO for the company is 29 days per annum);
• Remote & Hybrid working opportunities with a cozy environment in our Minneapolis office;
• Small, very collaborative team that want to help you progress your career;
• Competitive monthly compensation;
• A challenging environment to develop your personal and professional skills with a lot of freedom to take on ownership;
• You'll be in a fortunate situation to make a high impact at a young-tech company (PS we want to be a Zebra, not a Unicorn );
• A chance to learn from other people's mistakes - we share and celebrate failures on Tuesday in the SwipeUp session (F*** Ups and Learnings);
• A culture that you can be proud of.
  
  

OUR TEAM OF SWIPEES

• We are a hybrid organisation with local hubs in Amsterdam, Minneapolis and Barcelona. Our meetings are "remote-first" which means that all our customer meetings are online, and most internal meetings are online) ;
• You'll soon meet the road cyclist, the yoga lover, the actress, the ex-chef, the person to count on in an emergency, the social butterfly, the volleyball player, and someone who owns hundreds of sneakers;
• We like to fail (it's how we learn), and in our "SwipeUp" sessions, we share our f*** ups (failures) and learn together;
• Our values are at the heart of everything we do; we strive to enable Swipees to develop their potential and showcase their authentic selves and engage in a culture of inclusion. 

ESSENTIAL ATTRIBUTES TO BE A SUCCESSFUL CUSTOMER SUCCESS & ENABLEMENT SPECIALIST:

• Bilingual in English & Spanish;
• +/- 2 hours of central time zone, Minneapolis preferred, but not required;
• Tech savvy - able to get comfortable with our technology pretty quickly;
• Experience in a customer-facing role, such as customer success/service or sales;
• Strong communication and presentation skills, with the ability to build rapport and trust with clients whilst engaging and inspiring learners;
• The organizational skills of an air-traffic controller, it's a fast-paced environment with plenty of juggling of CS and enablement tasks - you thrive when in a muddle;
• Ability to listen and consult with customers and become their trusted advisor;
• The drive and curiosity to learn our product so you can solve any challenge for our customers, no matter how complex;
• A self-starting, autonomous person who solves problems pragmatically;
• A growth mindset! Arguably the most important thing about working at SwipeGuide!

NICE TO HAVES TO BE SWIPEGUIDE’S NEXT CUSTOMER SUCCESS & ENABLEMENT SPECIALIST:

• Experience or formal education in manufacturing, supply chain, industrial engineering, education or a related field;
• Experience in customer enablement and customer success for a SaaS company would help you get off the ground quickly (in customer onboarding too for example), but we can also see this working with someone with less experience and plenty of "get up and go!";
• Proficiency in CS tools and learning management systems (LMS) and other training technology platforms is a plus.

WHAT ARE YOUR FUTURE COLLEAGUES SAYING ABOUT SWIPEGUIDE?

''I thought I’d learn some things, but I've learned so much more than I thought I ever would - 10/10 opportunity" - Vlad (Senior Full-Stack Developer)

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