As a Customer Success Specialist, helping people achieve their business goals with Nutshell is your objective. You are a solutions-oriented Nutshell evangelist with infectious enthusiasm for what can be achieved with our CRM and email marketing tools. You have a direct impact on organizations across the country (and world) every day. You work to make it easy for people to get up and running with Nutshell.
You are authentic and empathetic, and get excited about solving tricky problems. If someone is having a hard time, you really care and want to make things better. People describe you as “emotionally intelligent.”
You are the intermediary between the people building Nutshell and the people using Nutshell daily. You impact our customer’s success and our product’s direction, and in turn play an important role in our company's growth.
Technology is your favorite tool for communicating and troubleshooting, but do you know where the pixels end and humanity begins? Does picking up the phone or jumping on a video call to learn more about customers from all industries and walks of life excite you? Do you have the head of a techie and a heart of gold?
Responsibilities
- Manage attentive and clear communication with our customers via email, chat, phone, screenshare, or webcast to answer questions, solve problems, and encourage engagement with our software
- Troubleshoot and perform quality assurance, identifying bugs and other problems within Nutshell
- Demonstrate the value of our product; we show people how awesome it is and how it helps them grow
- Share the voice of the customer! Doggedly advocate for them within the company
- Enrich our self-service support library by creating and updating helpful articles and videos
Credentials
- You are knowledgeable about modern software and are driven to continue learning
- You are a strong, concise communicator who can explain things clearly and thoughtfully over any channel (writing, speaking, screencasting, video recording, etc.)
- You can grasp and simplify expansive concepts, while maintaining focus on the problem at hand
- You have experience balancing multiple tasks of varying complexity and priority levels
- You have experience in technical writing or helpdesk content creation
- You do things elegantly and efficiently, and are always finding new solutions to help yourself and others avoid friction in their day-to-day workflows (your motto is “work smarter, not harder”)
- You have increased customer acquisition and retention with your impeccable customer service in the past
Nice to have
- Experience in technical software support, sales, or account management
- Familiarity with CRM, email marketing, or helpdesk software
What we offer
As a Customer Success team
Nutshell’s Customer Success team offers the opportunity to learn from a smart group of teammates who support and drive one another to succeed. Some members of our Customer group have decades of experience, some are newer to the workforce, and a few have entered Customer Success as a second career.
As a company
- Opportunities to learn and thrive in a friendly, growing SaaS business
- A commitment to an inclusive environment that supports our diverse team
- A connection to Ann Arbor’s software and startup community through our network of friends and partners
- A modern office located as an anchor tenant at Cahoots in downtown Ann Arbor
- Flexibility in working modes and locations, as we carefully regroup at our office, following a year of working from home
- The sincerity and commitment of an established company: excellent health benefits, 401(k) matching, an experienced leadership team, and a profitable, growing financial position
- The opportunity to help thousands of small businesses each day
- Trust and autonomy to ensure you can be the best version of you
Interested? Then please get in touch! We’d like to hear from you even if you don’t think you fit into one of our current open positions. Nutshell has always supported flexible work schedules, and much of our team is still working from home. We also believe that we work best when we can occasionally meet face-to-face and build rapport in person, which is why candidates who are local to southeast Michigan are preferred.
To apply, send us an email with your resume and a brief, personal cover letter to jobs@nutshell.com. We can’t wait to hear from you!