Job description
Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.
Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.
Lucid’s Customer Success Team plays a central role at Lucid Software, ensuring that all our customers are able to maximize the value they obtain through the adoption of our products. The Customer Success Specialists form an operational team that uses both direct customer interactions as well as scalable solutions to engage with our global customers.
The Customer Success Specialist works as part of a strategic team to drive our customers’ success in the most efficient ways possible. They strive to continually optimize Lucid’s customer experience at scale and engage with customers based on customers’ explicit and implicit needs. The majority of our communication is done over email, but Customer Success Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to help our customers succeed. They should also be comfortable representing Lucid to help strategic users and administrators that are critical to that customer’s Lucid environment and usage. Understanding the core Lucid business strategy and enabling that strategy through our daily work is key to our team’s success. Our team requires the highest level of teamwork and trust to achieve our organizational goals.
Responsibilities:
- Develop an understanding of our customers’ business objectives and a strategy for supporting them in achieving those objectives
- Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings
- Continually work with accounts to support ongoing successful adoption of key Lucid products and features
- Develop and execute data-driven recommendations at scale
- Develop and maintain product and billing expertise and work closely with other team members to resolve user issues in a timely manner.
- Manage technical issues by investigating and troubleshooting problems, recognizing patterns, escalating billing issues, managing issues workflow and proactively identifying consumer needs.
- Develop and maintain a deep understanding of changing product offerings and account types and document and see to the implementation these changes into our billing processes
- Innovate processes and systems to drive improvements to our billing support offering– recognize opportunities for improvement and take the initiative to implement solutions.
- Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
- Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucidchart
Requirements:
- Bachelor’s degree with strong academic performance
- 0-2 years of experience, preferably in a client-facing or technical role
- Able to think strategically and tackle open-ended problems
- Detail-oriented, organized, and a good team player
- A strong sense of personal ownership and responsibility
- Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
- Empathy and a passion for problem solving
- Bias towards finding solutions vs. shutting down ideas
- Ability to thrive in a fast-paced environment
- Additional language skills are a plus (ES, FR, JA, PT, DE)
- Eligible to work in Australia
Preferred Qualifications:
- Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
- Desire to learn–you’ll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniques
- Previous experience in customer success management or billing support
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