Client Services Specialist

Replica

Overland Park, KS, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/05/2021
  • Website: replicahq.com
  • Company Address: 575 Market Street Floor 4, San Francisco, CA, 94105

About Replica

Replica is a next-generation urban planning tool that can help cities answer key transportation questions.

Job Description

Replica is an enterprise data platform that delivers critical insights about the built environment. With better data, human-context and an intuitive design, Replica helps public and private sectors make informed, effective, and responsive decisions. By showing how people live, move and work, we contextualize hard choices, allowing our clients to see around corners and understand the trade-offs surrounding their decisions. Whether for a city planner increasing public transit to underserved neighborhoods or for a grocery chain evaluating where to open a new location, Replica’s insights lets clients make more informed, people-centered decisions. 

We spun out of Alphabet in 2019 when we secured series A funding from venture firms such as Innovation Endeavors, Firebrand Ventures, and Revolution’s Rise of the Rest Seed Fund. Today, we are a team of ~40 employees with offices in San Francisco, CA and Overland Park, KS.

We value our customers, believe in being resourceful, and work in service of each other to scale our product. As we build our team, we are committed to pursuing and bringing together a diverse workforce and creating an environment of inclusion. We value our differences and we encourage all to apply. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or any other status protected by the laws or regulations in the locations where we operate.

The Role

As our customer base grows, we are looking for a Client Services Specialist to join our Customer Success team and optimize Replica user management and the Replica user experience. Our customers are comprised of public agencies and private sector companies, as well as architectural and engineering firms that we partner with. The Client Services Specialist will own user access, account creation support, and user growth strategy and reporting for users from these customers. This role will also collaborate with our Client Services Lead to drive users to the data, answers, and insights they desperately need through communications and events, both in and out of product. 

Client Services Specialists are experts with identity management software, familiar with Replica’s product and its capabilities, and have the ability to automate and iterate processes to create repeatable, scalable workflows. This role has career growth opportunities into customer success management. Here’s what you can expect to do in the role:

  • Own and optimize Replica user management including access and account creation support
  • Track, analyze, and surface user growth insights to Customer Success Managers and additional internal stakeholders like Sales and Product
  • Arm users with product knowledge by maintaining and building upon self-help content 
  • Educate users about Replica’s features and best practices throughout their customer journey to increase adoption and application
  • Create feedback loops to increase user satisfaction 
  • Assist with customer event planning and execution, like onboarding workshops and webinars
  • Collaborate with Customer Success Managers to improve customer health through user engagement strategies

Minimum Qualifications

  • Experienced:  3+ years of experience working in marketing, communications, or tech.
  • Strong and clear communicator: you are highly effective at both written and verbal communication, directly guiding others to the information they need.
  • Organized and efficient: your work and processes are easily understood by others and completed with thoughtful urgency.
  • Technical: you possess technical aptitude and ability to learn and use new software, like Intercom and Hubspot.
  • Customer-focused: you love speaking with customers and learning more about their experience.
  • Versatile self-starter: you are intrinsically motivated at driving projects from start to finish and are comfortable in distributed, fast-­paced environments, subject to rapid change and innovation.

What We Value

  • Empathy. You are curious and eager to learn more about our users and understand their needs.
  • Collaboration. A collaborative approach to problem solving. You’ve worked with cross functional teams before and you enjoy the process. 
  • Clarity. We manage large data systems and strive to deliver a quality product. For us to do that, we strive to find clarity and communicate effectively with all stakeholders. 
  • Passion. You are driven to improve the quality of life in urban environments.
  • Active participation. You jump in and actively engage with the team and customers to build products people use.
  • Service. We work in service of each other and operate as a team to deliver quality to our customers.

Benefits

  • Our people! We work as a team and are excited to contribute to city planning. 
  • Competitive salary based on experience and potential for impact.
  • Equity at an early stage startup.
  • Health benefits including medical, dental, vision, and HSA option. 
  • 401k account + employer contribution.401k account + employer contribution.
  • Offices in Downtown, San Francisco and Overland Park, Kansas City.
  • Flexible PTO.

If you don't think you meet all of the criteria above, but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

Related Jobs

Research Scientist - Privacy

Replica - Remote

Senior Product Manager

Replica - Remote

Product Specialist

Replica - San Francisco, CA, USLos Angeles, CA, USOverland Park, KS, USChicago, IL, USNew York, US

Customer Success Manager

Replica - San Francisco, CA, USLos Angeles, CA, US

Client Services Specialist

Replica - Overland Park, KS, US
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.