Account Management
,
Full-time
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Remote
Customer Success Specialist
We are seeking a Customer Success Specialist to assist with client needs, expand our traceability compliance knowledge-base, and assist with the day-to-day improvement of the Wholechain platform as we continue to grow and expand into new markets. The right candidate is highly organized, self-starting, systems-thinking while remaining detail oriented, and a great communicator who engenders trust and reliability in themselves for clients. They are known to others for their constancy in rising to meet the challenge, regardless of their experience or direct knowledge of the subject matter. They do this by planning and working ahead, maintaining curiosity, developing a personal knowledge base of relative subjects, and carefully tracking the progress of individual projects.
We are seeking a Customer Success Specialist to assist with client needs, expand our traceability compliance knowledge-base, and assist with the day-to-day improvement of the Wholechain platform as we continue to grow and expand into new markets. The right candidate is highly organized, self-starting, systems-thinking while remaining detail oriented, and a great communicator who engenders trust and reliability in themselves for clients. They are known to others for their constancy in rising to meet the challenge, regardless of their experience or direct knowledge of the subject matter. They do this by planning and working ahead, maintaining curiosity, developing a personal knowledge base of relative subjects, and carefully tracking the progress of individual projects.
Responsibilities
Maintain and develop client relationships
Anticipate and respond to client needs and requests
Assist with quality assurance in the Wholechain app
Creating processes and identifying opportunities for automation
Collaborate with co-workers to maintain a healthy client environment
Communicating with partners and customers as needed
Maintain and develop client relationships
Anticipate and respond to client needs and requests
Assist with quality assurance in the Wholechain app
Creating processes and identifying opportunities for automation
Collaborate with co-workers to maintain a healthy client environment
Communicating with partners and customers as needed
Key Outcomes & Measurements
Maintain and edit support documentation for using Wholechain
Develop and grow knowledge of various traceability standards and industry regulations (FSMA Rule 204, EU Deforestation, EPCIS, GDST, SIMP, Fair Trade, USDA Organic, Certified Halal, etc.)
Collaborate with Customer Success and Developers to streamline Wholechain usability
Maintain projects documentation to create an ecosystem of client knowledge
Maintain and edit support documentation for using Wholechain
Develop and grow knowledge of various traceability standards and industry regulations (FSMA Rule 204, EU Deforestation, EPCIS, GDST, SIMP, Fair Trade, USDA Organic, Certified Halal, etc.)
Collaborate with Customer Success and Developers to streamline Wholechain usability
Maintain projects documentation to create an ecosystem of client knowledge
Requirements
Previous experience in customer success managing multiple projects and client relationships required
Previous experience in related industry preferred
Excellent communicator (written and verbal)
Highly organized
Self-starting and highly motivated
Systems thinking
Detail oriented
Highly trustworthy with sensitive client information
Proficient at Excel, Word, and Powerpoint and Google-suite equivalent
Fluent in multiple languages is preferred
Tools of the job: Slack, Google Workspace, MS Office, WhatsApp, and Azure AD
Proficient in multiple languages (particularly French, Thai or Japanese) a strong plus
Previous experience in customer success managing multiple projects and client relationships required
Previous experience in related industry preferred
Excellent communicator (written and verbal)
Highly organized
Self-starting and highly motivated
Systems thinking
Detail oriented
Highly trustworthy with sensitive client information
Proficient at Excel, Word, and Powerpoint and Google-suite equivalent
Fluent in multiple languages is preferred
Tools of the job: Slack, Google Workspace, MS Office, WhatsApp, and Azure AD
Proficient in multiple languages (particularly French, Thai or Japanese) a strong plus
Our Process
All of our hiring begins with a 4-6 week paid contract engagement for approximately 10 hours per week to ensure that this is a fit for all parties. As part of this process you will have the opportunity to engage with the team and further develop and align the role to fit your specific talents and expected contributions.
All of our hiring begins with a 4-6 week paid contract engagement for approximately 10 hours per week to ensure that this is a fit for all parties. As part of this process you will have the opportunity to engage with the team and further develop and align the role to fit your specific talents and expected contributions.
Our Culture
We hire for who you are, not just what you’ve done. At Wholechain we are building the future of connected supply chains which means all of our team members must have the ability to grow and adapt rapidly. Most of the skills listed above can be learned and in a short time new skills will be required for success. Therefore, when we look for people, we look for those who possess not only the right qualifications now, but also the drive to learn and grow so they can lead the way as we build the future.
The following characteristics won’t be found on a resume, but they are required for those who will thrive at Wholechain:
Intrinsic motivation – You take initiative; you own your projects and are self-aware enough to seek support when you need it.
Humility – You don’t take yourself too seriously, and therefore you are willing and committed to set aside pride for the sake of results
Authenticity – You avoid buzzwords, passive aggressive behavior and you treat others with respect regardless of rank, title, or capacity to help you get ahead
Start-now attitude – While others are planning, you are already moving ahead
Transcendent purpose – You work with Wholechain because of a broader passion for creating a more sustainable and responsible future
We hire for who you are, not just what you’ve done. At Wholechain we are building the future of connected supply chains which means all of our team members must have the ability to grow and adapt rapidly. Most of the skills listed above can be learned and in a short time new skills will be required for success. Therefore, when we look for people, we look for those who possess not only the right qualifications now, but also the drive to learn and grow so they can lead the way as we build the future.
The following characteristics won’t be found on a resume, but they are required for those who will thrive at Wholechain:
Intrinsic motivation – You take initiative; you own your projects and are self-aware enough to seek support when you need it.
Humility – You don’t take yourself too seriously, and therefore you are willing and committed to set aside pride for the sake of results
Authenticity – You avoid buzzwords, passive aggressive behavior and you treat others with respect regardless of rank, title, or capacity to help you get ahead
Start-now attitude – While others are planning, you are already moving ahead
Transcendent purpose – You work with Wholechain because of a broader passion for creating a more sustainable and responsible future
Next Steps
Our culture is not for everyone, but for those who are a fit there is no place they would rather work. If this is you, please send a cover letter, resume and work examples to work@wholechain.com.
Our culture is not for everyone, but for those who are a fit there is no place they would rather work. If this is you, please send a cover letter, resume and work examples to work@wholechain.com.