Lucid Software Inc
Digital Customer Success Specialist
Lucid Software Inc, Salt Lake City, Utah, United States, 84193
Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus.
Our core values: innovation, passion & excellence, individual empowerment, initiative & ownership, and teamwork over ego. We value diverse perspectives and are dedicated to creating a respectful and inclusive culture. Lucid is a hybrid workplace that promotes a healthy work‑life balance.
Since its founding, Lucid Software has received numerous recognitions including the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Our solutions are used by more than 100 million users worldwide, including Google, GE, and NBC Universal.
Lucid’s Scaled Customer Success Team plays a central role in ensuring customers maximize the value of our products. The Digital Customer Success Specialists form an operational team that uses direct customer interactions and scalable solutions to engage with global customers.
The Digital Customer Success Specialist works as part of a strategic team to drive our customers’ success in the most efficient ways possible. They continually optimize Lucid’s customer experience at scale and engage with customers based on explicit and implicit needs. The majority of communication is via email, but specialists are expected to be comfortable representing Lucid over screen share or phone call, and supporting strategic users and administrators critical to each customer’s environment.
Responsibilities
Develop an understanding of our customers’ business objectives and create strategies to help them achieve those objectives
Identify and monitor key user operational metrics focused on retention to drive improvements to product and support offerings
Work with accounts to support ongoing successful adoption of key Lucid products and features
Develop and execute data‑driven recommendations at scale
Drive cross‑functional initiatives that improve the overall customer experience and increase satisfaction and loyalty
Develop tools, processes and best practices to ensure customers realize the greatest possible value from Lucidchart
Requirements
Bachelor’s degree with strong academic performance
2+ years of experience, preferably in a client‑facing or technical role
Strategic thinking and ability to tackle open‑ended problems
Detail‑oriented, organized, and a strong team player
Strong sense of personal ownership and responsibility
Excellent written and verbal communication skills, able to explain complex subjects to non‑technical people
Empathy and passion for problem solving
Bias toward finding solutions rather than shutting down ideas
Ability to thrive in a fast‑paced environment
Preferred Qualifications
Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
Intellectual curiosity and eagerness to dive into new problems, domains, tools, and techniques
Previous experience in customer success management
As set forth in Lucid Software’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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Our core values: innovation, passion & excellence, individual empowerment, initiative & ownership, and teamwork over ego. We value diverse perspectives and are dedicated to creating a respectful and inclusive culture. Lucid is a hybrid workplace that promotes a healthy work‑life balance.
Since its founding, Lucid Software has received numerous recognitions including the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Our solutions are used by more than 100 million users worldwide, including Google, GE, and NBC Universal.
Lucid’s Scaled Customer Success Team plays a central role in ensuring customers maximize the value of our products. The Digital Customer Success Specialists form an operational team that uses direct customer interactions and scalable solutions to engage with global customers.
The Digital Customer Success Specialist works as part of a strategic team to drive our customers’ success in the most efficient ways possible. They continually optimize Lucid’s customer experience at scale and engage with customers based on explicit and implicit needs. The majority of communication is via email, but specialists are expected to be comfortable representing Lucid over screen share or phone call, and supporting strategic users and administrators critical to each customer’s environment.
Responsibilities
Develop an understanding of our customers’ business objectives and create strategies to help them achieve those objectives
Identify and monitor key user operational metrics focused on retention to drive improvements to product and support offerings
Work with accounts to support ongoing successful adoption of key Lucid products and features
Develop and execute data‑driven recommendations at scale
Drive cross‑functional initiatives that improve the overall customer experience and increase satisfaction and loyalty
Develop tools, processes and best practices to ensure customers realize the greatest possible value from Lucidchart
Requirements
Bachelor’s degree with strong academic performance
2+ years of experience, preferably in a client‑facing or technical role
Strategic thinking and ability to tackle open‑ended problems
Detail‑oriented, organized, and a strong team player
Strong sense of personal ownership and responsibility
Excellent written and verbal communication skills, able to explain complex subjects to non‑technical people
Empathy and passion for problem solving
Bias toward finding solutions rather than shutting down ideas
Ability to thrive in a fast‑paced environment
Preferred Qualifications
Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
Intellectual curiosity and eagerness to dive into new problems, domains, tools, and techniques
Previous experience in customer success management
As set forth in Lucid Software’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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