Customer Success Representative, Engagement

Customer Success Representative, Engagement

Location:Minneapolis, Minnesota

Kipsu is a fast-growing Minneapolis-based business with more than 100 employees. At Kipsu, we help service professionals "Meet the Moment" - from partnering with some of the largest hospitality brands in the world to working with clients in the multifamily and healthcare industries. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, data-driven performance metrics, and sentiment analysis. As one of the Twin Cities' leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.

WHAT YOU'LL DO

• Build relationships with strategic partners by discovering and connecting with their business strategies
• Conduct individual and group customer webinar trainings and annual business reviews
• Pull and analyze troves of data to demonstrate value to our customers
• Recognize customers that pose churn risks and proactively working to eliminate those churn risks
• Proactively identifying opportunities for improvement and taking the initiative to implement solutions without explicit direction, demonstrating a high level of self-motivation and ownership of tasks
• Step into different roles (such as customer training or support) when the time calls to help our team provide an exceptional customer experience
• Our customers are open 24/7/365 so sometimes 9-5 isn't the everyday norm. Keeping a flexible schedule that fits our domestic and international customers is key

WHAT WE ARE LOOKING FOR

• 3+ years of customer relationship experience
• Excellent communication skills in both writing and speaking
• A great attitude and a love for helping others succeed; a willingness to "roll up your sleeves"
• Knowing how to utilize teammates and resources to find the best solution to a problem
• Ability to multi-task and work independently under pressure without constant guidance
• Previous experience in the service/hospitality industry preferred
• Consistently over-deliver on any promise we make to a customer
• Cool and calm demeanor when customers are neither cool nor calm
• Creative thinking and the desire to improve processes and resolve inefficiencies
• Excellent problem-solving skills; if you're the go-to person in your current department for escalated or difficult issues, that's a good sign
• A demonstrated capacity to be a team player

WHAT MAKES KIPSU DIFFERENT

• We're a solid, stable, and growing company, and we enthusiastically embrace our founding startup spirit- everyone pitching in and working to the same goals together as a team.
• 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.

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. Consider rolling up your sleeves and joining us on our journey and let us know if we can make any accommodations to better empower you.