Senior Customer Success Specialist

Who We Are:

Aspenware empowers mountain resorts and ski areas to deliver the ideal digital guest experience. Our guest-facing ecommerce and registration software is the most capable in the industry and is used by millions of skiers worldwide to process hundreds of millions of dollars in annual sales. The resorts we work with trust the innovation and thought leadership that Aspenware provides, and they leverage the operational advantages of our platform to grow their businesses.

We are a talented and high-performing team and welcome the opportunity to learn from one another.

Aspenware makes hiring decisions based on how well candidates align with our Core Values. Aspenware employees are…

Dependable: We take ownership. We are accountable and adaptable. We have a can-do attitude and are willing to pivot.

Innovative: We are thought leaders who bring creativity and a desire for innovation to everything we do. We are continually improving ourselves and our surroundings.

Talented: We are smart and good at what we do. We are focused, confident, and we get stuff done using a combination of our abilities and resourcefulness.

Caring: We care about our co-workers and our clients. We are mindful of and inspired by the impact our work has on our communities.

What You Will Do:

As a Senior Customer Service Specialist, you’ll be a key player in retaining customers, responsible for having great relationships with customers, supporting customers, and keeping professional services projects on track and on time. Other responsibilities include serving as a coordinator between customers and the product team to ensure successful handoffs of new features between product to service. This role will also be responsible for crafting and managing customer facing resources, such as whitepapers, solutions articles, product documentation, product videos and more. You will be responsible for more technical troubleshooting tasks, such as researching setup issues in Ski POS back-end systems, querying databases to troubleshoot support issues, aid in in-depth research into issues and reporting said issues to our development team.

Your focus areas will include:

Customer Relationship Management

• Work directly with ski resorts and their teams (guest service, rental, lessons, ticketing, etc.) during the maintenance and upgrade phases of their customer journey.
• Inspire and brainstorm with our ski resort customers ways to use Aspenware’s platforms more effectively for their business. This includes finding creative new ways to sell and package products, attract new customers, increase conversion rates, use data in helpful ways, and improve overall resort and online guest experiences.
• As upgrades are ready for resorts, work to prepare resorts through training, coordinating pushes, and troubleshooting issues.
• Work with Aspenware developers and the product team to make sure features for upcoming releases are on track, feature rich and properly installed within resort environments.
• Help improve the product roadmap by sharing your knowledge and suggestions about the product, and those of the customers you work with.
• Meet with the customers on a regular scheduled cadence to maintain relationships
• Occasionally help support new customer implementations.

Professional Services

• Manage professional service projects and train customers to be self-sufficient in setting up their ecommerce as new features and product capabilities become available within the platform.
• Keep professional services projects on track using project management tools and skills. Communicate with customers to set realistic expectations throughout the process.

Customer Support

• Diagnose, troubleshoot, and work with customers to resolve support issues, such as answering questions about using the product, helping setup ski products for an upcoming season or sale, responding to defect reports, feature requests, and other suggestions/thoughts from customers.
• Work with developers, the product team and other team members when appropriate to help solve support cases with excellence.
• Technical troubleshooting tasks, such as researching setup issues in backend Ski POS back-end systems and querying databases to troubleshoot support issues.

Service Resources

• Create and provide input to whitepapers and other materials that help create customer interest and detail real-world applications of new products, features, and product roadmap items.
• Create tools that help resorts find the answers they are looking for more quickly, such as training, documents, knowledge base articles and help documentation.
• Bring your perspective and learning’s back to the service team to help improve processes

Who You Are:

• You love working with people and solving problems
• Great communication skills, written and verbal
• Bachelor’s degree and/or equivalent experience
• 3-5 years customer service and/or technology experience
• Excellent organization skills
• Positive perspective and care about our customers
• Experience with complex software
• Ability to manage multiple priorities and projects simultaneously
• Extensive experience with SQL, RTP | ONE experience
• Experience with Point-of-Sale integration

What’s In It for You:

• 4 weeks of PTO to start and increases with seniority
• 10 paid holidays
• 6 days of sick time
• Paid parental leave for both primary and secondary parents
• Medical, dental, and vision insurance
• Life insurance
• 401k plan with a 5% match
• Annual all-company ski day
• Seasonal Ski Pass – Ikon Pass
• National Park Pass
• Annual Wellness Stipend
• Flexible work environment – work from home or the office!