VisibleThread

Manage customer onboarding, adoption, retention, and growth by acting as a trusted advisor and product expert for a portfolio of accounts. | Recent graduate with strong technical aptitude, excellent communication, customer-focused mindset, and ability to work independently in a fast-paced environment. | About Us: VisibleThread is a growing technology business that is expanding at a rapid rate. Our RFP Intelligence Platform changes the way organizations do business by reducing risk, improving efficiencies and ensuring compliance. Our solutions are Enterprise built and some of our major customers include Boeing, Lockheed Martin, and the Canadian Government, to name but a few. Our team: We hire energetic, creative, and passionate people who can work together to drive serious value for our customers. A career with VisibleThread is both rewarding and challenging. We are a fun team, with a flat structure and we offer fantastic career development opportunities to grow within our organization as we expand. Our Customer Success Managers (CSMs) are the best in the business. They are curious, responsive, and empathetic partners to our customers. As a CSM, you will be the trusted advisor for a dedicated portfolio of accounts, acting as a self-starter who proactively guides them to see the immense value our products offer. This is a key role where you will own the post-sale relationship and make a direct impact on customer retention and growth. The CSM must be technically savvy, with demonstrated experience in presenting software solutions and explaining business outcomes from the use of software. Typical Day-to-Day Responsibilities include: Onboarding and Adoption: Act as the primary point of contact for new customers, guiding them through the onboarding process and ensuring a smooth implementation of our platform. Help them understand the features and functionalities, provide training and support, and facilitate successful adoption. Drive Strategic Value: Go beyond basic support to understand your customers' business goals, proactively identifying opportunities for them to maximize the value and ROI of our platform. Renewals and Upsells: Proactively identify opportunities for customer growth and expansion within your customer portfolio. Collaborate with the sales team to drive renewals and upsell opportunities, demonstrating the value and ROI our products deliver. Provide accurate and timely information to the sales team regarding customer health, product usage, and potential upsell opportunities. Master and Teach: Become a product expert and confidently demonstrate how to leverage our solutions for their specific use cases. Customer Support: Address customer inquiries, issues, and concerns promptly and effectively, ensuring a high level of customer satisfaction. Collaborate with internal teams, such as technical support and product development, to resolve complex customer problems and escalate issues when necessary. Provide clear and timely communication to customers regarding updates, resolutions, and workarounds. Recent Graduate: A bachelor's degree in a relevant field is preferred. Graduates with a passion for technology and a desire to pursue a career in customer success are encouraged to apply. Tech Savviness: Strong technical aptitude and familiarity with SaaS solutions. Ability to quickly grasp complex software systems and effectively communicate technical concepts to non-technical audiences. Customer-Focused Mindset: A genuine passion for delivering exceptional customer experiences. Proven ability to empathize with customers, understand their needs, and provide effective solutions. Strong relationship-building skills and a commitment to customer success. Communication Skills: Excellent verbal and written communication skills. Ability to articulate ideas clearly, actively listen to customers, and adapt communication style to different audiences. Proficiency in English is required; additional language skills are a plus. Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to think strategically and provide innovative solutions. Demonstrated ability to work independently, prioritize tasks, and manage multiple deadlines effectively. Adaptability and Agility: Thrives in a fast-paced, dynamic environment. Ability to quickly adapt to changes, learn new technologies, and navigate ambiguity. A proactive and self-motivated mindset with a willingness to take ownership and drive initiatives. Join our team and be part of an exciting journey, working with cutting-edge · A supportive place to work with incredible teams worldwide · Genuine career progression opportunities · Attractive remuneration package · 100% paid private medical insurance · Flexible working schedule · Monthly “all hands” and other team-building events

Provide Tier 1 and Tier 2 technical support, manage customer deployments, own issue resolution, support security compliance, and maintain support documentation. | 3-5 years technical support experience in B2B SaaS, strong troubleshooting, knowledge of Linux and AWS, excellent communication, US citizenship, and initiative. | Job Specification: US Support Lead Company: VisibleThread Location: Remote (United States) Position: Full-Time About VisibleThread VisibleThread is an RFP intelligence platform that works with highly regulated environments. We support customers with the full lifecycle of RFP management from Sales through to Contract awards. Our software is trusted by leading organizations worldwide, including a strong base in the government contracting and commercial space. We work with customers like Lockheed Martin, Boeing and lots more. We're a growing, dynamic team passionate about solving real-world problems with smart technology. The Role We're looking for an experienced and motivated US Support Lead to join our global Technical Support team. You'll be a cornerstone of our US operations, providing top-tier technical support to our valued customers. This role is perfect for a tech-savvy problem solver who thrives on owning issues from start to finish. You'll not only resolve customer challenges but also manage deployments and play a key role in upholding our robust security posture. You'll be the go-to technical expert for our US customers, ensuring they have a seamless experience with our platform. Key Responsibilities • Customer Support: Serve as the primary technical contact for our US customers, expertly managing and resolving Tier 1 and Tier 2 support issues via our helpdesk, email, and virtual meetings. • Deployment Management: Lead customer deployments, including new installations, upgrades, and configurations for both on-premise and private cloud and Gov cloud instances of VisibleThread. • Problem Ownership: Champion customer issues from the initial report through to final resolution. You'll investigate, troubleshoot, and collaborate with our global engineering team to ensure every ticket is closed successfully. • Security Posture: Act as a key support resource for our security program. This includes assisting with customer security questionnaires, participating in audits, and ensuring compliance with our security standards. • Knowledge Sharing: Develop and maintain high-quality support documentation, knowledge base articles, and internal training materials to empower both customers and colleagues. What We're Looking For • Experience: 3-5 years of deep technical support experience in a B2B SaaS environment. You know how to navigate the complexities of supporting sophisticated software products. • Technical Acumen: Strong troubleshooting skills and a solid understanding of web applications, networking concepts, and databases. Experience working with Linux and AWS. • Initiative: You're a natural self-starter. You don't wait to be told what to do; you identify needs, take initiative, and own tasks through to completion. • Communication: Excellent verbal and written communication skills. You can explain complex technical concepts to non-technical users with ease and patience. • Citizenship: Must be a US Citizen residing in the United States. Bonus Points For • Experience working in a regulated environment such as SOC 2, FedRAMP, or GovCloud. • A keen interest or direct experience in using AI tools within a controlled environment to drive efficiency, improve response times, and pioneer automation in support processes. • Previous experience developing Standard Operating Procedures for dealing with different types of customer issues. • Previous experience with help desk software like Zendesk or Jira Service Management. Why Join VisibleThread? • Impact: Play a critical role in the success of our customers and the growth of our US presence. • Culture: Join a collaborative, flexible, supportive, and innovative team that values your contributions. • Growth: We're a growing company, which means plenty of opportunities for professional development. • Flexibility: Enjoy the benefits and flexibility of a fully remote role. If you're ready to take ownership and make a real impact on a growing team, we'd love to hear from you!