Customer Success Representative - TrainHeroic

Are you ready to work on a product impacting millions of people? At TrainHeroic, our user base of athletes and coaches is growing rapidly. To meet their demands, TrainHeroic needs innovators, collaborators, and excellent engineers like you. Together we’re building the world’s best training platform. Join TrainingHeroic today.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary

As Customer Success Representative you will be a highly collaborative team member across all teams within the organization. You will ensure a successful customer journey with our products and services. You will execute this through communications, programming and education with the goal of increasing retention and customer lifetime value.

Reporting to the Manager of Customer Success and working closely with the Marketing, Sales, and Product Teams, you will be part of a Customer Success team that will lead TrainHeroic & TrainingPeaks customer engagement initiatives and develop and implement strategies focused on our customers achieving their desired outcomes through our platforms.

Core Functions

• Identify customer problems and friction points within our products and services through data, customer communications, and other customer-facing teams
• Support implementation of large scale solutions for our customers by driving adoption and engagement
• Represent the voice of the customer to help inform the product development process
• Monitor, engage and support those customers we have identified as high-value/influencers
• Onboard new coaches to our Coaching platform
• Create original support content to educate our customers
• Spotlight customer success stories, best practices, and power users
• Manage key accounts focusing on improved customer and business outcomes
• Troubleshoot workflow issues with coaches and athletes
• Analyze customer success team metrics and develop plans for improved practices
• Spread love to coaches and athletes everywhere
• Travel occasionally to conferences and to our customers
• Provide the entire Customer Services Team with best practices in customer engagement and communications
• Perform other duties as assigned

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Required Qualifications:

• 2+ years of technical support / customer service experience
• Excellent organizational, written and oral communication skills - be able to convey technical jargon, in a wide-array of syntax from beginners to developers, in our tickets as well as knowledge base articles
• Must be a strong collaborator, this position will involve liaising with all teams within the company
• Must be a self starting multi-tasker with a proven ability to take ownership of projects while working closely with others
• Must possess and prove to have strong critical thinking and problem-solving skills with minimal direction or input
• Must show a passion for strength & endurance sports
• Basic understanding of how SaaS companies operate
• An authentic love of our customers and the world we work in
• A strong sense of urgency
• A desire to learn, master and teach

Desired Qualifications

• An authentic love of our customers and the world we work in
• Experience as a Coach working with Athletes through the TrainingPeaks and TrainHeroic suite of products
• Coaching / Teaching Experience
• Previous experience on a Customer Success Team
• A basic level of competency with Excel

Degrees are not required, and we value all forms of continued education including traditional four-year degrees, post-graduate degrees, associate degrees, bootcamps, online training, professional certifications, self-teaching, and more.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

Compensation

Peaksware/TrainHeroic is committed to fair and equitable compensation practices. The range for this role in Colorado is $38,008 - $63,346. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

This role is eligible for variable compensation including bonus.

Benefits and Perks

Health

• 100% company-paid Medical for employees with buy-up options
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Paid Parental Leave
• Teladoc
• Employee Assistance Program (EAP)
• Additional coverage options such as accident and critical illness insurance and hospital indemnity

Disability and Life

• Company-paid Short Term Disability
• Company-paid Long Term Disability
• Company-paid Basic Life Insurance and AD&D
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child

Additional

• 401(K)
• 401(K) Matching
• Pet Insurance
• 9 paid holidays annually and unlimited Flexible Time Off (FTO)
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility
• Employee only access to on-site locker rooms and showers
• Employee only access to secure, indoor bike storage
• Access to our onsite Music Studio
• An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
• Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
• Access to e-bikes available exclusively to Peaksware employees
• Significant investment in resources for employee growth and development
• Corporate discounts on select gym memberships and top brand gear
• Flexible work schedule in a culture of trust

Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.

Peaksware adheres to the FLSA Exemption Threshold for minimum wage in all states.

Work Environment

This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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