Customer Success Representative

| Austin

Sumo is used by over 150,000 websites daily, reaching over 60+ million people. Every month, 1 in 7 people in the world visit a website that uses Sumo and it's our job to make sure the people behind those sites are taken care of.

There is nothing more important than meeting our customer's Sumo needs. We're looking for people who understand this basic principle and want to work somewhere with purpose, under leadership that listens. We provide top notch, around the clock, don't leave until you're finished type of service. Every customer we work with is our highest priority and we don't go home until they are taken care of. Seriously.

Our Success Representatives make the difference between customer’s experiencing worst case scenario situations, to willingly paying for assistance that guides, educates, and truly showcases the value and importance of Sumo for their business. We directly help them meet their goals that propel their email list building and online growth while making Sumo integral to their success

Responsibilities:

  • You will master Sumo and understand it deeply, particularly why its important for our customer's.
  • You will listen intently to our customers and with quick sharp thinking and expert knowledge of Sumo, help resolve issues and field questions on live onboarding sessions.
  • You will routinely move from demonstrating product to customer strategy to complex technical troubleshooting.
  • You will handle customers on the verge of churning and turn them into excited, satisfied, and informed customers who excel with our tools.
  • You will examine customer analytics, site design, and business type, to implement a Strategy that will help them take full advantage of our tools.
  • You will teach, guide, and often fully manage a customer’s Sumo setup and optimization.

Who you are:

  • You genuinely love helping others succeed and strongly believe in the value of our product.
  • You are very familiar with understanding the needs of a business and how to make a website successful.
  • You are well spoken and excel at giving live demos.
  • You are detail-oriented and are comfortable building processes that streamline your work and effectiveness.
  • You understand that up-selling is about giving value to customers not pushing something unneeded. You make the right recommendations to ensure customers reach their goals.
  • You are independent, but self-aware of your limits and can communicate to better yourself.
  • You research, follow, and stay on top current trends in the SaaS space and what our competitors are doing.

Minimum Qualifications:

  • 1-3 years Customer Success experience
  • Experience with Sumo or similar products
  • Experience with Live video onboarding or public speaking
  • Experience with Zoom, Skype, and other Video/Screen sharing services
  • Experience with Chrome Developer Tools
  • Experience with OSX, Windows, Android and iOS
  • Installed and use Sumo on a website
  • Experience with HTML/CSS and JavaScript
  • Experience with modifying and customizing websites
  • WPM: 60+

Preferred Qualifications:

  • Experience with Zendesk
  • Very familiar with Sumo
  • Basic Programming Skills (JavaScript/Node)
  • Sales Experience
  • Marketing Experience
  • WPM: 75+
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavasriptLanguages
    • PythonLanguages
    • ModemizrLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases
    • RedshiftDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • JIRAManagement
    • StreakCRM
    • OutreachEmail
    • FullContactLead Gen
    • RapportiveLead Gen

Location

Our company is in a trendy area with plenty of bars and restaurants within walking distance. We are also very close to the train for easy commuting :)
E 6th Street, Austin, TX 78702

Insider's spotlight

What’s the vibe like in the office?

The best thing about Sumo is that we hire people who are not only incredibly talented but also fun to be around. It's a relaxed environment where you are trusted with your work- no looking over your shoulders here, folks! Come as you are & kick butt.

Samantha

Director of People

What projects are you most most excited about?

Our team is working on things like automated branding for site owners, optimizing our own product to nail down what's most valuable for clients, live chat, and more. There's no shortage of cool stuff to work on!

Eric

Lead Engineer

How does the company support your career growth?

At Sumo, we constantly push each other to be better, to do better. In doing so, it takes each of us to the next level. It’s what pushes each of us from just being good at what we do to being great, and then from great to AMAZING. Ultimately, our goal is for everyone to become the Sumo version of themselves.

Anton

VP of Sales

Perks of working here

Casual Dress
Company Equity
Company Outings
Conferences & Training
Daily Meals Provided
Flex Work Hours
Happy Hours
Health Benefits
Onsite Gym
Generous Parental Leave
Parking
Pet Friendly
Stocked Kitchen
Unlimited PTO
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