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Customer Success Manager

Amazing culture; super team + huge potential for growth + leadership. Good opp for someone looking to transition from banking, consulting.

  • Start: ASAP
  • Locations: San Francisco, CA; Austin, TX
  • Experience: 1-4 Years

Company Details

Juniper Square is an easy-to-use, all-in-one investment management software system that saves managers time, enables more productive fundraising, and improves investor satisfaction. Designed specifically for the real estate industry, Juniper Square is trusted by hundreds of investment sponsors to manage more than 10,000 real estate investments.

Company Culture

Career Path

  • Mgmt/Ops

Operations

Job Details

Job TypeFull Time
Visa SponsorshipNo
Start Date ASAP
Business UnitCustomer Success
Target Hire Count2

Role Overview

At Juniper Square, we’re transforming the private funds industry, one of the largest and best-performing parts of our financial ecosystem, yet also one of the most inaccessible, least liquid, and least transparent financial markets out there. We believe we can change things for the better through software, and we’re seeking passionate, talented, and service-oriented people to join our team.

We’ve recently closed a new round of investment, and over the last year we’ve more than tripled our team and quadrupled our business. We’re on track to achieve equivalent growth in 2018, and we’re looking for people who thrive on taking on a lot of responsibility in a dynamic, high-growth startup environment to join us.

The Customer Success Manager’s goal is to help customers adopt Juniper Square and guide them towards getting the most value possible out of the product.

What will you do?

Primary responsibilities include:

  • Managing the onboarding process for new customers
  • Fielding phone- and email-based support inquiries from customers
  • Producing and delivering web-based and in-person training seminars for customers
  • Interacting with customers to learn how their business works, and coaching them on how to get the most value from our product
  • Creating account plans and performing periodic account reviews and meetings with customers
  • Assisting with creating self-service documentation and video-based training materials
  • Representing the voice of the customer in collaborating with product designers and engineers to improve our product and make it more valuable for customers
  • Ensuring the retention, growth, and satisfaction of a portfolio of customer accounts

You’ll engage hands-on with customers in this role, but you’ll also develop processes, tools, and collateral to make these customer interactions more efficient as the business grows. We’ll be counting on you to approach these problems holistically and identify ways to solve them.

What are you like?

This role covers a wide variety of skills, from engaging with customers to producing collateral to designing processes, and you may be more excited about some parts of the role than others. That’s perfectly fine. We’re building a team with a diverse set of skills, and you’ll have support from the rest of us, since we’re all working towards building a compelling product and customer experience. This role presents a a great way to gain a wide range of experiences in software startups. If you’re considering a future in product marketing, sales, account management, product management, or sales engineering, customer success is a great stepping stone since you’ll get exposure to all of these areas.

Qualifications

  • 2+ years of experience in a client-facing or project-management role, such as customer success, consulting, etc.
  • Strong written and verbal communication skills, including comfort with presenting to senior executive audiences
  • Empathy for customers, and passion for helping them
  • Strong project-management skills, including great attention to detail
  • Interest in new technologies
  • Ability to travel
  • Diplomacy and grace under pressure
  • B.A. or B.S. degree

This is a full-time position located in our Austin office or San Francisco office.

To apply, please create a profile


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Scouted Common App - Round 1 Instructions

: This interview serves as your R1 interview for all of our partner companies - you need to complete it in order to opt in to the jobs that you see on your Dashboard.

Our goal is to help you put your best foot forward so our companies can understand what you are like beyond your resume. To that end, we are letting you choose how and when you complete this interview.

Please CHOOSE ONE  interview option below and complete it by the deadline. It takes under 30 minutes.

  1. Follow this link to a video interview. You will have 4 video questions and 1 written question that you can write up in advance and copy & paste (#5 below). You have 1-2 mins to answer each question once you press ‘record’. Press 'spacebar' if you don't need all the time.
  2. Follow this link for a written interview. You will have 4 written questions, which you can write up in advance and copy & paste, and 1 simple video question (#1 below), so we can virtually meet you!

Below are the questions we are going to ask you. We do not want you to over-prepare nor do we want you to get nervous and not be yourself, so we’re sharing the questions up front with you. You can think about them and prepare as much as or as little as you like. We are not expecting rehearsed responses, so feel free to answer off the cuff.

  1. You have a free weekend, with no prior commitments. How would you spend it? You are (shockingly) well rested, but otherwise your regular, awesome self. Tell me the top 5 ways you would spend/waste your time.
  2. Tell me about the first or most impactful major decision you made on your own and why you made it. We care a lot less about the decision itself and much more about the thought process that went into it.it. We care a lot less about the decision itself and much more about the thought process that went into it. Feel free to use our example (choosing a College/University).
  3. What is the hardest thing you've encountered/accomplished and how did you overcome it?
  4. We are borrowing a question from the book Zero to One, what do you know to be true that few others agrees upon?
  5. Our goal is to get to know you - what is the one question you think we should have asked you and didn't? Please answer it.

How To - Written / Video Interview

  • The process is simple - You will be asked a few questions, given prep time, and a set amount of time to respond. It should only take 20 minutes to complete, and can be done on your own time. You’ll need a computer with a functioning webcam and microphone. The system allows for unlimited practice questions (don’t worry, no one sees these). You only get one chance to answer the official questions. This allows us to see your candid responses. However,  if you refresh your browser mid-interview, you get to start over!! There is also 24/7 candidate support available.
  • You’ll see that we’ve recorded the questions ourselves, so you know we aren’t expecting perfection. The value we get is to virtually meet you, get a sense of your personality and potential beyond your paper application.
  • Written Interview Only: You will have 10 minutes to write in your response to each question. If you don’t need the full time, just press the spacebar to submit your response. If you want to write your responses in advance, you can copy and paste your answers into the questions on the platform

Preparation

  • There is no need to dress up, fuss over perfection or do anything other than be yourself!

  • Scouted wants to get to know you - who you really are - and who you think. We care a lot less about what you have done and a whole lore more about why you did those things.

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