About us
Our software is used in more than 36+ countries across 6 continents to help people prepare and respond to any type of emergency, from winter storms to severe floods, from oil spills to search and rescue operations, from corporate crises to aviation emergencies, and more.
We believe in building insanely great software that offers thick, real, meaningful value to those at the forefront of emergency and crisis management. That's why our purpose is to create groundbreaking technologies that help reduce the loss and suffering caused by emergencies to people, the environment, assets, and reputation – wherever humans go.
We are a fully distributed team, all working remotely, and are dedicated to creating a supportive and inclusive workplace. With your well-being at the forefront, we encourage creativity and ensure everyone feels integral to our success.
Responsibilities
Our Customer Experience Specialists are responsible for retaining our Annual Recurring Revenue (ARR) by ensuring our customers ‘gain as much value as possible’ from D4H so that they continue to subscribe to our service. They do this by confidently ensuring the customer journey from sales handover, through the full implementation, to continued ongoing support is as considerate and uncomplicated as possible.
Planned projects
Our Customer Experience Specialists are responsible for their assigned implementations, taking new customers on a journey to help them understand how to best use D4H, configure their account, and then show them how to get results and value from it. They meet with our customers via remote sessions, produce custom training videos for larger customers, and support the customer in deploying D4H to their organization.
Our Customer Experience Specialists assist with curating and maintaining our Help Center and YouTube channel, making sure it is an up-to-date searchable self-service resource for our customers when they need it. They should be comfortable speaking and being featured on-camera in training and instruction videos hosted online.
Reactively helping
Throughout their day, our Customer Experience Specialists provide exceptional customer experience reactively via our help desk. Resolve customer queries and support requests via email, chat, and video conferencing.
Proactive interactions
Our Customer Experience Specialists reach out proactively to suggest best practices that customers can consider adopting to their workflows and most importantly connect with them to ensure that there are no open issues, and that they have received any training or support they require.
Our Customer Experience Specialists provide exceptional customer experience through reach-outs and direct relationship building with our customers.
Handling issues
Our Customer Experience Specialists will log any issues a customer encounters, try and replicate it and then represent their customer to engineering. Once resolved they’ll report back to the customer that a fix is in place and make sure they feel it is resolved. They own the communication with the customer.
Shaping our products
Our Customer Experience Specialists listen closely to their customers to hear feature requests or enhancements, capturing the customers needs and documenting the ‘job to be done’ for our product team.
Our Customer Experience Specialists work alongside others to help define and shape product goals, roadmap, priorities, and strategy based on their frontline knowledge of customer needs.
Before new functionality is released to our customers, our Customers Team provides acceptance testing and feedback as representing the needs of our customers in the release.
Becoming a product expert
Our Customer Experience Specialists work closely with our sales team where there may be a need to demonstrate the product pre-sales using screen sharing to both existing customers evaluating an upgrade or potential customers considering a subscription. Solving prospects' problems may include identifying novel methods and workarounds which require true expertise in how the products work beyond the ability of the rest of the commercial team.
Our Customer Experience Specialists have regular 1-1 calls with their manager, and also prepare for and participate in the weekly team commercial and customer team calls.
Requirements
- Demonstrated commitment to a career in customer experience, including service, training, and support.
- A strong on-screen presence who can bring energy and enthusiasm to confidently deliver information and engage customers.
- Software power user, with the ability to understand, diagnose, and escalate technical issues to engineering.
- Exceptional email communicator with fluent spoken english on-camera.
- A suitable private space for your home-office environment.
Nice to have
- Experience in emergency or crisis management markets.
- The technical ability to diagnose and resolve many customer technical issues independently.
- Technical writing experience for documentation and help center articles.
- Video production experience, including live-streaming, screen-recording, and video editing for services such as YouTube.
What we offer
- 22 days of annual leave, +1 day for every year of service up to 30 days.
- Flexible working hours.
- Healthcare insurance, pension contributions, life insurance and more. Note that exact benefits offered depend on the country of residence.
- Climate Positive. We offset your personal and professional carbon footprint.
- Annual company retreat. Our most recent ‘Gatherings’ were in the Caribbean and Iceland.
How to apply
Email careers@d4h.com with an introduction to why you want to work at D4H along with a link to your LinkedIn profile.