Support Specialist

Jirav is making complex financial forecasting and modeling easy, enabling companies of all sizes to truly understand where their businesses have been and where they are going. Our company is young, hungry, and ready to disrupt traditional players in the space, with great early traction and lots of opportunity for growth.

We are creating this role to support our growing customer base. This includes helping drive the adoption of Jirav, to support ongoing customer questions, and participate with software validation.

Your Role

You will be working with CFOs, CEOs and business leaders who are utilizing the Jirav platform to keep tabs on their company and to model its growth. Having familiarity with financial modeling, forecasting and reporting is required. Your tasks will include analyzing complex Excel models and working with implementations to ensure success. You will also help our customers with understanding of best practices for financial modeling and reporting, build dashboards, and guide/train them how to refresh and update their models.

That means:

• Be an authority on our platform, documentation, and process. Flexible enough to build on the fly, rigorous enough to craft systems that scale.
• Ensure a smooth customer experience as issues arise, this includes addressing the issue directly or alerting other Jirav team members as needed.
• Work with customers during the onboarding process. This can include intake interviews to capture requirements, acknowledge concerns, understand constraints and define conditions of happiness.
• Help new customers learn about Jirav and it's capabilities, via chat, teleconference, and/or conferences & events.
• Provide customer-specific training on the Jirav platform.
• Time management to ensure deployment of customer solutions within project timeframe, scope, and budget.
• Updating support ticket and client data utilizing tools such as Jira and HubSpot.
• When necessary, participate in communications between customers and Jirav Product.
• Maintain confidentiality of client affairs and account details at all times and Development teams or external resources.

Requirements

The following are relevant for success in this role:

• Financial modeling: you should have a basic working understanding of financial models and financial statements.
• Demonstrated success with quantitative coursework and experience.
• Project & Management: your tasks involve gathering requirements, figuring out the right solutions, and growing them over time as both the platform's and client's sophistication evolves. You'll keep yourself organized and guide customers through a timely, educative, and delightful user experience.
• Client Facing Discussions and Collaboration: You have the ability to listen to customers, guide them in the right direction, and work with CFO/Controller/Finance Directors or Investors with confidence.
• Documentation and Video: You should be comfortable creating and updating documentation and how-to videos etc. to keep up with the platform as it evolves.
• Customer Support: Experience with customer support, triaging support tickets, meeting SLA requirements.

Benefits

• Complete medical/dental/vision and other fringe benefits
• Unlimited Discretionary Time Off (DTO) per year
• Accrued Wellness Time Off (WTO)
• Stock Options
• Commuter Benefits, FSA (Flexible Spending Accounts), and more
• Your choice of Microsoft/Dell or Apple laptops and large monitors
• Flexible work hours
• Employee Referral program

Logistics

• Must be legally able to work in the US
• Must be capable of hosting online meetings
• No agencies (you are of course welcome to apply if you currently work at an agency!)
• We love to visit our customers! Travel opportunities available in the USA and Europe.

About the Company

Jirav connects your operational and financial data to analyze your historical performance and help build future forecasts across Bookings, Revenues, Workforce, Expenses and Cash Flow. In Jirav, anyone can run scenarios on the fly, build sales targets, set quotas, plan their workforce, analyze financial variances, and keep a pulse of their business with live dashboards for SaaS metrics/KPIs, financial targets and personnel.