Job Post

Customer Operations Associate

745 Boylston Street
Boston, MA 02116

There's going to come a day when you need to get something notarized. When that day comes, wouldnt you rather do it from your kitchen? In the same time it takes to make a sandwich? Notarize has developed a disruptive web and mobile technology that allows anyone to notarize a document online quickly, easily, and securely. While we offer a consumer application, we have also developed business products that enable Enterprises, Mortgage Lenders, and SMBs to collect notarized documents from their customers. It is an enormous market - over 1.25 billion notarizations are performed annually - that impacts some of the countrys largest companies and industries, most of whom have no available solution today.

If you want to help customers fundamentally change the way their businesses operate then we should talk. The mission of the Notarize Customer Success team is to drive long-term value for customers (and for their signers) through tailored consultation on the product and industry best practices. We work closely with key partners across our business and real estate segments to nourish meaningful relationships and create an exceptional Notarize experience.

As we scale our Customer Success organization, we are looking for a Customer Operations Associate to help build and operationalize the core processes and programs that will enable our CSMs, Solutions Engineers, and Support Representatives to operate at peak performance. In this role, you will be empowered to manage a variety of critical, cross-functional projects in support of driving sustained customer value. You will report directly to the VP of Customer Success.

You are:

  • Passionate about customers and driving long-term value
  • Operationally-minded and comfortable building new process from scratch
  • A creative problem-solver who is willing and able to embrace challenges
  • Committed to growing with our company and software
  • Extraordinarily friendly and quick-witted
  • Comfort with the controlled chaos of a start-up environment

Your responsibilities as a Customer Operations Associate include:

  • Designing and operationalizing scalable processes for customer health tracking, product feedback delivery, and customer escalation management (to start)
  • Building lifecycle- and segment-specific playbooks and collateral for our CSMs and Solutions Engineers
  • Owning Salesforce for the Customer Success team - maintaining strong data hygiene while incorporating new functionality and workflows
  • Executing special projects that support Customer Success and cross-functional partners
  • Developing actionable reporting and dashboards at both the rep and leadership levels
  • Building ad-hoc analysis to improve the performance of the Customer Success organization

You have:

  • 2-4 years of sales operations, customer operations, or management consulting experience
  • Demonstrated success managing complex projects despite various responsibilities and tight timelines
  • Exceptional analytical and problem-solving skills
  • Experience building process and workflows into Salesforce
  • Experience working with SQL-based analytics and BI tools (preferred)
  • Experience with marketing automation tools preferred (preferred)
  • The ability to communicate clearly and effectively to a variety of business partners
  • A knack for identifying problems and quickly finding solutions

Some of our benefits:

  • Competitive salaries & equity
  • Heavily subsidized medical, dental, and vision
  • Unlimited PTO & flexible work schedules
  • Small, cross-functional teams
  • Strong emphasis on collaboration & mentorship
  • Friday lunches & regular Lunch & Learn sessions
  • Seltzer & cold brew on tap
  • Fun & easily accessible location (Back Bay, right near the Pru)

Notarize is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We'd love to hear from you.

Category: Customer Success

See What It's Like To Work Here

Notarize is the first on-demand notary platform, allowing anyone to notarize a document online and empowering businesses to send, track and collect notarizations. We're helping people execute the most important transactions of their lives and streamlining operations for countless industries.

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