Customer Success Onboarding Representative

Kipsu is rooted in a simple, yet profound goal: Elevate service professionals to the center of the customer experience, transforming transactional interactions into fully-developed relationships. As one of the Twin Cities’ leading tech companies, Kipsu has cultivated a reputation for strong company culture, providing exemplary service to its customer partners, and investing in the growth of their team members. Kipsu was recognized by Star Tribune as #1 small company workplace in 2018. This role is crucial to the significant, sustainable growth and continued global expansion forecasted for Kipsu’s near future.

• Learn the ins and outs of onboarding, training and customer success in a high-growth, high-paced SaaS company.
• Directly impact customers that are looking at Kipsu as a new and exciting form of guest communication.
• Develop skills around various technologies and help build out new ways to enhance our platform.
• Learn new skills, tools, and strategies while surrounding yourself with a team of highly intelligent, down-to-earth, over-achievers.

WHAT YOU’LL DO

• Be an Onboarding “machine” responsible for training and onboarding our growing hospitality customer base.
• Effectively manage a variety of new clients understanding each bring different objectives and goals.
• Run weekly Onboarding training waves through live webinars, individual customer phone calls, emails, text messaging, etc. with the goal to ensure all of our hospitality customers “graduate” onboarding.
• Our customers are open 24/7/365 so sometimes 9-5 isn’t the everyday norm. A fluid schedule that fits our domestic and International customers is vital.
• Consult with our customers and find creative ways to ensure they get the most value out of the Kipsu platform, especially lagging customers.
• Handle a multitude of incoming customer questions and requests treating every customer partner like they are our biggest account.
• Represent the voice of the customer internally by taking feedback from the frontlines and sharing it with other departments.
• Step into different roles (such as customer support) when the time calls to help our team provide an exceptional customer experience.
• View every interaction with our customers as an opportunity for education and consultation.
• Apply a hospitality mindset and approach in serving our customers.
• Provide such great service that our clients recommend us to others in their industry.
• Employ multiple software platforms such as: Google Apps, Salesforce, Zendesk, RingCentral, MailChimp, GoToWebinar, Gmelius and anything else that will help us build great relationships.
• Desire/availability to travel (when it is safe to do so)

WHAT WE’RE LOOKING FOR

• Demonstrated ability to work in smaller company environments or teams operating independently within large organizations.
• Self-motivated individual with a passion for “building the plane while flying it”
• Curiosity and drive to work “on the system” not just “in the system”
• Superior written and verbal communication skills

• We’re a solid, stable company, and we enthusiastically embrace our founding startup spirit– everyone pitching in and working to the same goals.
• Our culture– We have a team of highly motivated colleagues who are all in it together. We all succeed as one, and we all learn from our mistakes holding our interdependence in high regard.
• Our unique philosophy– we bootstrapped this company ourselves and are in it for the long-term. There is a distinct sense of purpose and ownership at Kipsu as we do things on our own terms.
• Remarkable growth– with nearly a decade of advancement, we continue to accelerate. It’s an exciting time to be here.

• Unity– Everyone here is committed to the same mission. Our core values are not platitudes but our pact. We believe in the best in each other while always reaching to be better.
• Transparency– Our leadership gets into the details. We all gather for weekly space to discover how each team is doing so that we have a full understanding of the business and think like a CEO.
• Trust– Our team members are given the trust and license to excel at their jobs, and are supported along the way to continuously grow.

• Mentorship - We all have more to learn and something to teach. The lessons are beyond technical. We celebrate our busy hive of shared growth.
• Respect– Our success and future as an industry leader depend on actionable commitment to cultivating a diverse and equitable team. Everyone here has a voice that is heard and respected. We seek open and honest conversation on our journey to be active stewards of our shared communities.
• Purpose– Everyone here is closely connected to the result of their work. Every day our team gets to see the impact of what they do enhancing the value of our customers’ work in their own professions. Our goals are explicitly tethered to our mission of building relationships.

Kipsu offers top notch 24/7, 365 day support to our customer partners. This role may require occasional non-standard working hours including weekends and holidays.

One last thing – At Kipsu, we believe that our values, success, and future as a leader in our industry require a vibrant and diverse workforce. This is one of the many challenges we seek to solve, and we are intentional and active in recruiting talent of all identities and building an environment that is inclusive of all backgrounds. We need your contribution to our team. Please consider rolling up your sleeves and joining us on our journey.

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