Customer Success Representative

ktMINE is a data services company that augments big data to derive insights to improve strategic business decisions. With 70% of a company’s worth lies in intellectual property (IP), ktMINE focuses on mining and connecting IP data to revolutionize business intelligence with critical insights gained from IP. Through custom-built technology, specialized algorithms, and data analysts paired with IP experts, ktMINE built the world’s first all-inclusive IP data repository and SaaS-based analytics platform.

ktMINE’s IP Data & Analytics Platform is subscription-based access to its vast repository of IP data including royalty rates, license agreements, patents, trademarks, IP connections, IP news, patent court cases, and M&A deals and rumors.  With intuitive search capabilities, users quickly see the full IP landscape of a technology sector or industry, and responsive analytics allow immediate insights into competitive landscape trends.

ktMINE’s data as a service (DaaS) offering enables customers ranging from third-party database partners to consulting and corporate users to integrate ktMINE data directly into their applications for their internal and external users to leverage the data to facilitate their research.

To support our plans to improve and expand the support available to our users, ktMINE is seeking a Customer Success Representative to join our company.  As part of our Customer Success team, the Customer Success Representative will help drive the future of ktMINE Success and Support. This individual will be responsible for identifying gaps and areas for improvement to expand our offerings to our customers and prospects. We pride ourselves on our customer interactions and satisfaction and want to hire a committed and resourceful team member to grow our efforts.

If you are a driven person, seeking a technology-focused environment where every employee has a voice and collaborates daily with people who appreciate the contributions that our Customer Success Representative makes to the company, ktMINE may be the ultimate environment for you.

Responsibilities:

• Responsible for the renewal and identification of potential upsell of current customers
• Promote the value of the customer’s investment in their ktMINE subscription, to ensure that customers are adopting the product, to provide the customers with learning opportunities, and to gain feedback on future product enhancements direct from customers
• Manage inbound customer calls and email inquiries
• Create and document ktMINE support policies
• Build and maintain customer support product documentation
• Coach customers to ensure they are leveraging their resources at ktMINE
• Effectively network within accounts to gain further adoption and sales across the organization.
• Develop an understanding of typical business challenges faced by customers and common objectives to map ktMINE features and associated business benefits to address their needs
• Develop and maintain long-term relationships with customers in your account portfolio
• Contribute thought leadership and best practice, both internally and externally
• Be the liaison between customers and ktMINE Marketing, Sales, and Technology groups
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition

The ideal candidate will have:

• Strong communication skills
• Creativity and entrepreneurial spirit
• Ability to work independently as well as a desire to be a productive member of our team
• Ability to multitask, manage, prioritize, and meet multiple deadlines
• Positive attitude and a desire to deliver high-quality work

Desired Qualifications:

• BA/BS in Marketing, Communications, English, or a related field
• 2+ years’ experience in sales, account management, customer support, or a related field
• CRM (Salesforce)
• Experience with customer support portals and systems, like Zendesk, Salesforce Service Cloud, Uservoice, Freshdesk
• Strong communication skills and attention to detail
• Strong written skills
• Ability to multi-task, prioritize, and manage time effectively

At ktMINE, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With just a few employees and serving multiple markets across the world, we work flexibly across boundaries and realize innovations that help shape how Intellectual Property information is used around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance – and their own.

ktMINE is an Equal Opportunity Employer. We believe that every employee has the right to work in an environment free from all forms of discrimination. ktMINE is, therefore, committed to a policy of equal employment opportunity. This policy reflects the organization’s belief that providing equal opportunities for all employees is both a moral responsibility and good management practice.