About Us

Our dedicated team and awesome technology are disrupting the customer support space. Our SaaS platform replaces all of the convoluted systems, lines, and contact numbers of standard customer support with a stunningly simple SDK and Smart Actions – fingerprint, verification, real-time sharing (videos, photos, and screenshots) and effortless in-app texting - plus all data is encrypted, keeping customer data secure. We take the frustration out of customer support and in turn, provide a sleek, secure, and modern smartphone-era experience. Join our team as we revolutionize the customer experience!

Opportunity

The Service Delivery Transformation Team plays a critical role in ensuring quick time-to-value for customer implementations of the UJET platform. We support new customers from the time they sign a contract through launch. As the primary point of contact, you will leverage your communication and project management skills to ensure each implementation is timely and satisfactory.

Responsibilities

• Highly visible role that functions as the critical link between our customers and UJET to oversee the structure and cadence of implementations.
• Analyze, interpret SOW requirements and customer interactions to anticipate and guide client needs. Participate in internal roadmap sessions to translate them into project plans and timelines.
• Proactively manage customer expectations and oversee customer communications during implementation.
• Document the onboarding processes in Salesforce and Gainsight for future reference and to handoff to Customer Success and other teams.
• Work on multiple client projects simultaneously and successfully deliver projects on time.
• Contribute to the evolution of UJET’s professional services methodologies through the development of service offerings, best practices, and implementation methodologies.
• Partner effectively with our Success, Support, Data, Product, and Engineering teams to facilitate the creation of the customer’s needs within the product.
• Be an advocate for the customer by triaging project issues/roadblocks and driving their resolution.
• Reach a high level of proficiency with the UJET platform and keep up to date on CS best practices, systems, and trends.

Requirements

• Bachelor’s Degree from an accredited college or university
• Minimum of 5 years’ experience in the software/tech industry
• Excellent communication skills – written, verbal, presentation and interpersonal
• Excellent project management skills. Bonus points for project management certifications
• Collaborative team player
• Familiarity with Data, Dashboards, and Reporting. Bonus points for knowledge of customer support metrics.
• Basic understanding of general cloud software, SDKs and Telephony systems
• Understanding integrations (using REST APIs) with cloud systems
• Hands-on experience configuring SaaS products - Salesforce, Zendesk, ServiceNow, etc
• Ability to learn and understand various SaaS products in the market
• Strong passion for solving problems and customer requirements
• Technical writing and PowerPoint/Keynote fluency
• Excellent demo skills and storytelling
• Call center or support experience a plus
• 50% travel required

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, catered lunches Monday through Thursday, monthly game nights, and more!

UJET is an Equal Opportunity Employer