SurveyMonkey is hiring a

Customer Advocate - TechValidate

Emeryville, United States

About SurveyMonkey

SurveyMonkey is the world's leading provider of web-based survey solutions, and we’re looking to transform the way people make decisions. We're a smart, passionate group of people who work hard to deliver the best survey experiences on the planet, period. We believe everyone deserves easy access to the information and insights they need to make better, more informed decisions.

We're also proud to admit that despite our incredible growth over the past 16 years, we refuse to grow up. We stay curious. We believe in good ol’ roll-up-your-sleeves scrappiness. Everyone plays an impactful role, because we’re here to make a difference. And when we say good ideas can come from anyone, we mean it.

SurveyMonkey is trusted by millions of customers, including 99% of the Fortune 500, as well as other businesses, academic institutions and organizations of all shapes and sizes. We collect 3 million survey responses daily from people in all countries around the world.

 

About TechValidate

TechValidate, a SurveyMonkey company, is a fast-growing, marketing software company located in Emeryville. We are a B2B SaaS company with hundreds of customers including IBM, GE, SAP, Dell, HP, Citrix, Dropbox, as well as smaller companies. We have a unique offering that automates the creation of marketing content based on the voice of real users.  In August of 2015, we were acquired by SurveyMonkey, and operate as an independent division of SurveyMonkey (big company resources, with start-up culture and speed).

Our company culture values agility, healthy competition, customer success, and collaboration to support a fast growing team of intelligent driven professionals.

 

The Role

At TechValidate, high touch client service is a critical element of our success. In this role, you will be a key customer advocate and ambassador to our fast growing customer base. You will work directly with marketing professionals to ensure that they achieve their marketing objectives with the TechValidate application. As a customer advocate, you will relish the opportunity to collaboratively work with clients to solve real-world marketing problems. The role combines the disciplines of customer support, project management, and marketing in a dynamic, high growth startup.

You will report to our Customer Success Manager and work closely with senior member of the team, and be given as much responsibility as you can handle. This role is central to the success of our product in the marketplace.

 

Our ideal candidate

Our ideal team member is a self-directed, highly accountable individual with very high social intelligence, and a natural inclination for problem solving. He or she will jump in with sleeves rolled up, and make significant contributions to customer support and marketing programs. For the person we ultimately select, this will be an incredibly fun, challenging, supportive and rewarding job that will shape their future business career.

 

Responsibilities:

  • Become an expert in using the TechValidate application to solve our clients' marketing problems
  • Proactively work with clients on how to use the TechValidate application as well as respond to their inbound requests.
  • Contribute to a self-service knowledge base of common customer inquiries.
  • Onboard new clients onto the system – train new users on how to use TechValidate and identify usage scenarios for TechValidate.
  • Support customers in the creation and distribution of their TechValidate content and ensure it aligns with our corporate guidelines.
  • Conduct user acceptance testing of pre-release product to ensure high product quality. Interface between the client base and Engineering team.
  • Proactively build great relationships with to clients to drive further adoption of TechValidate at existing customer accounts.
  • Be a customer evangelist. Author blog posts and showcase how clients are successfully using TechValidate in their marketing.

 

Qualifications:

  • Graduated with a BS/BA degree from a respected college or university
  • Zero to three years experience at a Business-to-Business organization in Marketing, Customer Support, or Professional Services
  • Detail oriented, process driven thinker with relentless follow through
  • Demonstrated ability to craft personal, succinct, professional emails to business executives
  • Willingness to go the “extra mile” for the customer while being patient, professional, and consultative.
  • Fluency in English along with excellent phone skills, phone etiquette, interpersonal, written and oral communication skills
  • Experience with B2B marketing and sales concepts, specifically a working knowledge of online marketing strategies and concepts.
  • Detailed knowledge of Microsoft Excel in terms of cross-tabulating datasets a plus
  • Good knowledge of SaaS platform basics and enterprise software space overall

 

Location

TechValidate is located a quick counter-commute from San Francisco. Our offices are located in a vibrant neighborhood of Emeryville ( 5900 Hollis Street ), and it is easily accessible via BART and the Emery Go-Round, a free shuttle that stops directly in front of TechValidate.

 

As part of SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays, and equity compensation.

SurveyMonkey is an equal opportunity employer.

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