Sr. Customer Success Support Specialist

Job Description

Job Title : Customer Success Support Specialist

This position can work remotely in CO, FL, GA, MA, NC, NY, TN, TX, or WA

AccUsoft, centered on U - authentic, true, and unique

Meet Accusoft:

Accusoft is a software development company specializing in content processing, conversion, and automation solutions. We enable users to solve their most complex workflow challenges and gain greater insights from content in any format, and on any device. Embedded in the technologies that power our world, from ATMs and medical imaging devices to enterprise content management solutions and websites used by millions of people, our technology connects people with progress. Visit us at

Join us as PART of our organization:

Proud of Our Purpose

Aligned in Growth

Resilient in Change

True to Ourselves

About The Role

As a member of the Docubee Customer Success team, you will work with a fast-paced, highly motivated, and entrepreneurial team. You will work directly with our customers to ensure success; from onboarding through expansion into the organization with more use cases. This role will focus on Accusoft's SaaS product - Docubee. Docubee is a SaaS platform designed to increase operations efficiency and boost productivity by solving common problems that require the creation, routing, review & approval of documents and forms.

Ways You Will Contribute to Our Collective Success

Successfully onboard new customers, help set up their accounts, troubleshoot issues, and ensure they quickly get the most out of the Docubee platform

Assist customers and professional services team building and maintaining workflows for new and existing customers.

Be a champion for customers and advocate for their interests by promoting new features during backlog grooming and submitting feature requests

Operate as a trusted advisor to customers; develop, maintain, and create business relationships

Be an advanced power user of the Docubee platform with the ability to teach others, and develop new meaningful ways to use the platform and increase its adoption

Perform escalated support duties; working directly with customers to determine whether issues are related to the product or the customers' custom workflow.

Provide timely second-level customer support via live chat, online meetings, and email

Respond to technical and non-technical customer inquiries, such as product information, maintenance, and billing questions

Contribute to the development of customer support, customer onboarding, training, and other processes.

Collaborate with the support department managers to help make recommendations and assist in developing their support procedures regarding product items.

Track customer communications and information in CRM.

Monitor customer Docubee usage and look for opportunities to increase their number of use cases, workflows, and transactions.

Contribute to marketing and support activities as needed; including developing Docubee videos and written content for customer consumption.

Understand the customer personas and align upsell campaigns with the product messaging.

Lead training and support efforts for CSSI roles and new hires

Work closely with our Channel Partner sales team to ensure a good working rapport with resellers, various departments, and channel partners.

Understand the customer's business and technical needs; assist the Sales Team in pursuing opportunities for Docubee expansion and integration

5-10% travel may be required.

The Background and Experience You Need to Support Success

Four plus years of related experience in technology support, web application implementation, technical account management, or implementation consulting; or an equivalent combination of education and experience.

Familiar with computer hardware/software OS and technologies

Previous experience in customer support or technical support.

Aptitude or experience supporting high technology software, hardware, IT products, and document management to small and medium-sized firms

Strong organizational, problem-solving, and analytical skills

Ability to work on complex projects with general direction and minimal guidance

Proven success building long-term relationships with customer contacts; growing business revenue within assigned verticals a plus

Experience managing several independent tasks simultaneously.

Proven critical thinking, and business acumen with an ability to effectively communicate with all levels of management

Ability to challenge/question highly technical people to get them to consider alternatives.

Comfort with ambiguous challenges

Ability to take initiative and contribute to a high-performance team

Excellent verbal, written, and interpersonal communication

Ability to think from diverse perspectives and drive creative solutions for our clients

Patient and attentive; low tolerance for mistakes

Understanding of, and some experience with, No-Code Tools, Process Mapping, Workflow Development, Web Technologies, and RESTful APIs (preferred)

Experience supporting web applications (preferred)

Perks & Benefits

Competitive salary based on experience and market

Generous benefits, 401k match, and PTO

Fully paid medical premium option for employee-only coverage

Focus on work-life balance

Tuition & Continuous Education Reimbursement program

Paid Parental Leave

Diversity, Equity, Inclusion, and Belonging (DEIB)

At Accusoft, we hold a profound appreciation for the rich tapestry of our community's diversity. Central to our core values is our dedication to nurturing an environment that is inclusive, embracing, and engaging every individual.

Our passion extends beyond our exceptional products and services - it resonates in our commitment to making a positive impact in the lives of those around us.

We proudly champion initiatives that foster Diversity, Equity, Inclusion, and Belonging (DEIB) in all aspects of our operations.

ACCUSOFT CORPORATION is proud to be an Equal Opportunity/Drug-Free/E-Verify Workplace. All applicants will be considered for employment without attention to race, color, national origin, religion, age, sex, sexual orientation, marital status, genetic information, national origin, veteran status, disability status or any other protected characteristic under applicable law. As part of the company's equal employment opportunity policy, Accusoft will also take affirmative action as called for by applicable laws and Executive Orders to support applicants in a disabled status and/or a protected veteran status being introduced into the workforce.

#LI-REMOTE

Job Posted by ApplicantPro

Full-time

Hybrid remote