Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.
Since the company's founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2's 2023 Best Global Software Companies. Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.
Lucid's Customer Success Team plays a central role at Lucid Software, ensuring that all our customers are able to maximize the value they obtain through the adoption of our products. The Customer Success Specialists form an operational team that uses both direct customer interactions as well as scalable solutions to engage with our global customers.
The Customer Success Specialist works as part of a strategic team to drive our customers' success in the most efficient ways possible. They strive to continually optimize Lucid's customer experience at scale and engage with customers based on customers' explicit and implicit needs. The majority of our communication is done over email, but Customer Success Specialists are expected to be comfortable representing Lucid over a screen share or phone call as needed to help our customers succeed. They should also be comfortable representing Lucid to help strategic users and administrators that are critical to that customer's Lucid environment and usage. Understanding the core Lucid business strategy and enabling that strategy through our daily work is key to our team's success. Our team requires the highest level of teamwork and trust to achieve our organizational goals.
Responsibilities:Develop an understanding of our customers' business objectives and a strategy for supporting them in achieving those objectivesIdentify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offeringsContinually work with accounts to support ongoing successful adoption of key Lucid products and featuresDevelop and execute data-driven recommendations at scaleDevelop and maintain product and billing expertise and work closely with other team members to resolve user issues in a timely manner.Manage technical issues by investigating and troubleshooting problems, recognizing patterns, escalating billing issues, managing issues workflow and proactively identifying consumer needs.Develop and maintain a deep understanding of changing product offerings and account types and document and see to the implementation these changes into our billing processesInnovate processes and systems to drive improvements to our billing support offering-- recognize opportunities for improvement and take the initiative to implement solutions.Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customersDevelop tools, processes and best practices to ensure customers are realizing the greatest possible value from LucidchartRequirements:Bachelor's degree with strong academic performance0-2 years of experience, preferably in a client-facing or technical roleAble to think strategically and tackle open-ended problemsDetail-oriented, organized, and a good team playerA strong sense of personal ownership and responsibilityStrong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical peopleEmpathy and a passion for problem solvingBias towards finding solutions vs. shutting down ideasAbility to thrive in a fast-paced environmentAdditional language skills are a plus (ES, FR, JA, PT, DE)Eligible to work in AustraliaPreferred Qualifications:Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domainsDesire to learn--you'll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniquesPrevious experience in customer success management or billing support
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