What are the responsibilities and job description for the Customer Success Specialist position at Kadince?
About Kadince
Kadince (pronounced cadence) is a fully remote (must live in the USA) software company founded in 2013. In a nutshell, we build tools to help financial institutions track and manage the good they do in their communities.
Kadince has been profitable for several years (we’re fans of making more than we spend). We’re bootstrapped, which means we don’t have investors. So our owners answer to no one. And they aren’t just giving us commands from their vacation homes waiting to cash their next check. They’re fellow team members and in the trenches with us.
Why We’re Hiring
After our team members, our customers are our most important focus. As our customer base grows, so does our team. We’re dedicated to giving each customer the best experience possible, which means having enough people to take care of all their needs. We’re growing quickly and so are the needs of our customers. That’s why we’re increasing the size of our customer team.
Who We Want to Hire
To be a Kadince Customer Success Specialist you don’t need a ton of experience with customer support or with Kadince. We’re willing to train the right applicant and teach you what you need to know. You just need to be excited to learn a new software and teach others how to use it. You should be able to learn quickly and strive to know our software inside and out.
Our Customer Success Specialists are the front line in Kadince support. You’ll help customers with bugs and any problems they may have. You’ll be part of the implementation process and help new Kadince customers learn how to use the software.
You’re a compassionate person with a lot of empathy. Change doesn’t scare you. In fact, change excites you. You’re a self-starter and don’t need every moment of your day to be planned for you. You’re not afraid of feedback or accountability and you love to learn from your team members.
You have a desire to continually improve your listening and teaching skills. We love giving team members opportunities to improve their skills, whether through online courses, workshops, or learning from others.
Our vision, mission, and core values should resonate with you. That’ll be crucial to your success and happiness if you join the Kadince team.
Our Vision and Mission
Our vision and mission aren’t something we hung on the office wall and forgot about. Seriously, we don’t have an office, let alone a wall to hang them on. But our vision, mission, and core values sit on the desks of each of our team members. And we discuss them regularly in our meetings. Your goals (KPIs) will be developed to ensure you’re working to help us achieve our vision and mission.
Our vision and mission are what get us up each morning. They, in addition to our core values, help us make decisions.
Vision - Setting the standard for operating a great software company.
We’re big fans of author Jim Collins and his best-selling book, Good to Great (bonus points if you’ve read it). While there are lots of good software companies out there, we want to be one of the great ones.
The first word of our vision is also significant. To go “high school English class” on you, the present participle “setting” illustrates that we’re not looking to set the standard and then be done, but that the standard is always moving and we’re always chasing it. We continually stop to recognize the awesome things we’ve done and then look for ways to do them even better.
Mission - Building the best software for compliance and marketing professionals at financial institutions.
As Jim Collins taught in his Hedgehog Concept (told you we think he’s great—pun intended), great companies need to determine what they can be the best at in the world and focus on that. There are so many things we could solve as a software company, but we’ve found what we think we can be the best in the world at and we stick to it every day.
Our Core Values
Our core values remind us who we are. They also guide us in the decisions we make. They’re listed in order of importance. If we have a question when making a decision about people, for example, we look to the core value above it to make our decision.
- Integrity - We’re honest with ourselves and others.
- People - We understand that people are the foundation of Kadince and we act accordingly.
- Care - We love what we do and do it consistently and intentionally to the best of our abilities.
- Remarkability - We provide remarkable experiences to all who come into contact with Kadince.
- Growth - We accept yesterday and improve today.
What a Day in the Life of a Customer Success Specialist Looks Like
You start your day by reviewing your calendar and double-checking the blocks you’ve scheduled for various tasks (you’re a calendar ninja, after all). Then you dive straight into Intercom (our in-app chat feature) to see if any customers have responded to you since yesterday. There are a few messages, so you dig into their questions and provide some helpful answers.
Throughout the day, you respond to customer needs through email, quick calls, screen shares, and more. When a customer lets you know that their workflow isn’t running, you dive into their account to determine whether it’s a bug or they just need some more training. Look at that; it’s a bug! You screen record your findings and send it over to the development team. They do their magic (seriously, how do they do it?), and you end the session with one happy customer.
When you realize that a customer just needs a quick training, you hop on a call and get them squared away. When another customer needs a longer, more in-depth training session, you encourage them to schedule a meeting with the Kadince team.
Any time you come across a bug, you do some digging and get as much information as possible over to the development team.
The more information you provide, the faster the developers can cast that spell and get it fixed. You let the customer know how long it will take to resolve, and they thank you for your quick response.
With each customer interaction, you go above and beyond to show that you CARE. Your goal is to thoroughly review each question/concern and take it as far as you can. Loose ends are not your cup of tea! This requires attention to detail and a genuine desire to be helpful.
For lunch, you decide to pack a sandwich and take your dog to the park. He runs around and gets all his energy out so you don’t have to worry about entertaining him for the rest of the day. Or, if you’re more of a cat person, you pat your cat on the head and head out for a quick run.
After lunch, you talk to more customers, as well as your team members. You notice that one of your fellow Customer Success Specialists has been really on top of it today, so you give them a shoutout in Slack and thank them for being so awesome.
Many of your team members respond to your shoutout with party emojis, hearts, and a giphy you can’t stop watching.
You finish up your day by looking at tomorrow and planning around your customers’ needs and team meetings. You take one last look at your email and incoming customer requests to ensure there is nothing urgent. Coast is clear! You close your laptop and your office door.
When and Where You’d Work and What You’d Work On
Kadince is a principle-based company, which means we focus on principles, not policies. Since we’re a fully remote company, you’ll speak with MacKeely Morris, your leader, to determine when and where you’ll work. You’ll also work with your leader each week, month, quarter, and year to determine your goals (your KPIs or key performance indicators) and what you’ll work on.
The principle is to work when and where you want as long as you meet or exceed your KPIs. This may mean working when our customers work or planning your day around team meetings. Or working a longer day because you’ll be out of the office for the next week. Overall, your schedule needs to help you achieve our vision and mission and demonstrate our core values.
At Kadince, work won’t tie you down to one location. You’ll be free to travel or relocate as you get the itch to try somewhere new. Want to spend a month abroad, working from a hotel and exploring the rest of the time? Go ahead. Just make sure that wherever you plan to work has a reliable internet connection of at least 10 Mbps download and 1-2 Mbps upload (as if you would go anywhere without it anyway). And turn on the blurry filter during video calls so we don’t get jealous.
Who You’d Be Working With
We have over 45 team members (which makes us really happy since Kadince was started by two people in their basements). If hired, you’ll probably work with each team member in one way or another. Some of the people you’ll work with most frequently are:
MacKeely is our amazing Lead Senior Customer Success Specialist. Not only does she help customers, but she loves to bake and decorate astounding cakes (seriously, they look so good!). Dill pickles are her obsession, and she thinks that sloths are super cool. If you join a Customer team call, you may think you’re seeing double, but that’s just MacKeely’s sister MacKyra, who’s also on the Kadince team. Sister power!
Bailey was a Kadince customer herself before coming to work here as a Customer Success Manager in 2018. She loved Kadince so much she just had to be a part of it! Bailey’s specialties include long bike rides with her kids and husband and making three-point shots in basketball. She’s a big believer in moving her body every day! She is also our resident cheerleader and crowned gift queen (she gives the best gifts!). Bailey can make a recipe out of almost anything. Will it taste good? We’ve heard it both ways. But at least she’s really good at her job!
Ben is a Customer Success Specialist, so he’s on the front line working with customers and helping with bugs, general questions, onboarding, and training. Ben loves sports and is a die-hard Los Angeles Dodgers fan (he watches over 162 games a year!). If he could do anything in the world, he would take a 3–6 month trip with his family touring the entire country. Ben’s wife, Kensee, also works at Kadince, so maybe they could count the trip as a work one?
Benefits
Since we’re a remote company, we don’t offer office snacks and ping pong tables. But if you’re a fan of “core benefits” that bring great rewards and peace of mind, you’ll like what we have to offer. Competitive pay, 401(k) matching, generous paid leave, insurance (medical, dental, vision, life, short-term disability), and a flex spending account. Yeah, it’s pretty great...
And we love to spoil our team. We celebrate big events with you, like birthdays and work anniversaries, so you can expect some pretty fun gifts. We recently sent some high-quality lip balm to each team member so we could all play a prank on Scott, our Director of Product. We’re fun like that. And each year we give every team member the final week of the year off (we like to spread holiday cheer).
How to Apply
Applicants who stand out are those who are interested in working for Kadince, not just applying for as many positions as possible or trying to keep unemployment benefits. We’ve seen it all. No kidding, we once had someone ask us in an interview what the name of our company is. Needless to say, we could tell that person wasn’t really passionate about joining our team.
When applying to Kadince, please send us PDFs of your resume and cover letter. The cover letter is your opportunity to tell us why you would be a great fit for the position, but should be no longer than 300 words. Take advantage of this time. Seriously, sell yourself!
Thank you for your interest in Kadince. We look forward to reviewing your application.
This position is open to candidates living in AL, AK, AZ, AR, CT, DE, FL, GA, HI, ID, IL, IN, AI, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, NE, NV, NH, NM, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, VA, WV, WI, and WY.
Kadince, Inc. is an Equal Employment Opportunity Employer.
Salary : $40,000 - $65,000
