Customer Success Representative - TrainHeroic

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary

As Customer Success Representative, you will be a leader on the team and work cross-functionally to ensure a positive experience for our customers that are in need of help with our products and services. You will execute on this through communication, programming and education, with the goal of increasing retention and customer lifetime value.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Customer Team, work in close collaboration with the Sales, Support and Marketing Teams, and report to the Manager, Customer Success.

Core Functions

• Support the onboarding and ongoing education of our new and existing customers.
• Explore opportunities to drive the adoption and engagement of our paid product solutions when communicating with our customers.
• Be a leader on the team and cross-functionally with documentation and surfacing product defects, challenges and voice of the customer data that come through our support and social channels.
• Coordinate with Sales reps who will hand off the relationship management and support of certain high value customers.
• Contribute to the creation of FAQs, troubleshooting and educational content in our Help Center.
• Maintain, review, and look for ways to improve our current customer service experiences and internal team processes.
• Track NPS scores and respond to detractors as requested by the Manager, Customer Success.
• Contribute to our customer-first approach by being open to assisting clients outside of regular business hours, which may include working occasional evenings and weekends.
• Take on and solve our most challenging customer inquiries, which may require working across internal teams as well as external integration partners.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Have an understanding of the coach and athlete experience across all of our products and services.
• Have a comprehensive understanding of the coach/athlete relationship.
• A willingness to continually grow your knowledge base around what it takes to be a successful coach and athlete.
• Willingness to travel occasionally.
• At least one year of previous work experience as a Customer Support or Customer Success Representative.
• Experience in Customer Success, Account Management, or related customer-facing position, preferably with SaaS products.
• Ability to troubleshoot and resolve technical software issues via different technologies such as telephone, e-mail, webinars etc.
• Demonstrated effectiveness and efficiency in technical communications, verbal and written. Proven ability to communicate clearly and professionally with our customers.
• Superior communication, customer service, and problem solving skills.
• Strong ability to multi-task under minimal supervision.
• Technical proficiency with PC and Macintosh platforms.
• Must be a strong collaborator, this position will involve liaising with all teams within the company.
• Ability to differentiate what is an individual customer problem and what is a larger scale problem.

Degrees are not required and we value all forms of continued education including traditional four-year degrees, post-graduate degrees, associates degrees, bootcamps, online training, professional certifications, self-teaching and more.

Desired Qualifications

• Previous experience and basic level of competency with Zendesk.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

We seek those who value in-person collaboration and are willing to do so at our Louisville, CO office on a weekly cadence in accordance with the needs of the role and team. While some opportunities can be fully-remote, there is a minimum expectation of traveling to the Louisville, CO office for essential company events a few times per year. Applicants who are not within a reasonable commute, live outside CO, or require a fully remote environment will be considered for all roles that have the capability of fully remote work. Please let us know your preferred work environment by answering the questions on your application.

Compensation

Peaksware/TrainHeroic is committed to fair and equitable compensation practices. The range for this role in Colorado is $38,008 - $63,346. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

This role is eligible for variable compensation including bonus.

Benefits and Perks

Health

• 100% company-paid Medical for employees with buy-up options
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Paid Parental Leave
• Teladoc
• Employee Assistance Program (EAP)
• Additional coverage options such as accident and critical illness insurance and hospital indemnity

Disability and Life

• Company-paid Short Term Disability
• Company-paid Long Term Disability
• Company-paid Basic Life Insurance and AD&D
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child

Additional

• 401(K)
• 401(K) Matching
• Pet Insurance
• 9 paid holidays annually and unlimited Flexible Time Off (FTO)
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility
• Employee only access to on-site locker rooms and showers
• Employee only access to secure, indoor bike storage
• Access to our onsite Music Studio
• An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
• Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
• Access to e-bikes available exclusively to Peaksware employees
• Significant investment in resources for employee growth and development
• Corporate discounts on select gym memberships and top brand gear
• Flexible work schedule in a culture of trust

Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.

Peaksware adheres to the FLSA Exemption Threshold for minimum wage in all states.

Work Environment

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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