Customer Success Account Associate

Description
About Parsyl
Parsyl is an insurance technology company that delivers data driven cargo insurance solutions for essential supply chains including vaccines and medicines, perishable foods and other sensitive goods. Our mission is to end the days of "ship and pray" and build a world where everyone, everywhere can trust the quality of the goods they rely on, from the foods they eat to the medicines they need.
We are working to achieve this by combining smart sensors, data insights, and data-driven insurance to improve risk resiliency and safeguard goods in transit and storage. This unique combination of IoT and insurance means our customers can use data to make supply chains more transparent, safe and sustainable - better for people and the planet.
Where you fit in:
First and foremost, you will be responsible for ensuring that our customers have a great experience with Parsyl. You will be the first point of contact for incoming customer requests and will be responsible for understanding, troubleshooting, and ensuring resolution of all issues submitted by or on behalf of our customers. On top of that, you will have an opportunity to lay the foundation for the end user customer success and support team. The successful candidate will have multiple career growth paths both on the Customer Success team (for example leading the end user success team or becoming a customer success manager) and with our fast-growing company!
While a technical background is not required, high performance will lie in understanding the intricacies of how our products work from a user perspective across our platform, including our sensing devices, data transfer capabilities, mobile applications and web application.
What you'll get to work on:

• Troubleshoot customer questions, perform root cause analysis, triage items to appropriate parties and follow through to their resolution.
• Work with the entire customer success team to design, implement and improve end user customer success processes, including how issues are submitted, tracked and communicated.
• Manage interactions between end user success and other departments pertaining to customer questions, issues, suggestions and product improvements.
• Develop, monitor, and report on end user customer success metrics.
• Understand the unique problems facing our end users and the capabilities of our products to recommend improvements to the Product team.

Requirements
What we're looking for:

• Minimum of two (2) years of customer success, operations, or account management experience OR an equivalent amount of post-secondary education.
• Ability to successfully prioritize in a rapidly changing environment
• Capable at getting to the root of problems and resolving them quickly
• Calm, respectful and solutions oriented when working through customer issues
• Excellent written and verbal communication skills
• Highly organized with acute attention to details
• Comfortable digging into data to understand root cause of customer issues
• Parsyl requires all employees to be fully vaccinated against Covid-19, unless they qualify for a religious or medical accommodation

Plus if you also have:

• Familiarity with speaking French
• Knowledge of the global health cold chain and/or immunization sector
• Experience remotely troubleshooting a product with a hardware component
• Worked on a customer success team and / or a fast-moving startup
• Worked with users in emerging markets

Qualities We Look For:

• Mission: You are highly motivated and inspired by our mission to improve health and save money for people across the globe.
• Grit: You bring determination and a strong will to the challenges and opportunities that come with being at an early stage startup.
• High Standards: You take pride in your work and are highly accountable.
• Curiosity: You are energized by finding creative solutions to new situations.
• Self-Starter: You are ambitious and take initiative, and thrive in environments with minimal supervision.
• Humility: You approach your work with humility and a willingness to collaborate and learn from those around you in order to produce the best outcome.

Benefits

• Market competitive salary with an anticipated base compensation range of $50,000 - $65,000. Actual salaries will vary depending on a candidate's experience, qualifications, skills and location.
• Early-stage stock options
• Medical, dental, and vision insurance (100% of medical, dental, and vision premiums for employees and 75% of premiums for dependents based on a solid, mid-tier plan)
• 401(k) including company match
• Unlimited vacation policy
• Company Breaks - quarterly mental health days, week long summer break, two week long winter break
• Paid sabbatical program
• Flexible hybrid work environment
• Monthly wellness and commuter benefit
• Home office set-up benefit
• Significant career growth opportunities
• Continuing education stipend
• Relocation assistance available (Denver, CO candidates or candidates willing to relocate will be considered)