Customer Success Representative

Who we are?

We are Splashtop. Our solutions are used by customers that include everyone from multinational enterprises and academic institutions to small businesses, MSPs, and individuals. With our products, we provide an in-person experience users need, with security IT can trust.

Headquartered in San Jose, California (USA) and founded in 2006, Splashtop has 4 offices in Asia-Pacific and we have recently opened our European headquarters in Amsterdam (Netherlands). From our offices, ~350 Splashtop-ers serve more than 250.000 corporate customers.

We always deliver what we promise and scaling hard, with a stunning Net Promoter Score of +93 and 85% of the Fortune 500 companies who enjoy Splashtop products globally. We are a healthy cash-flow positive company who has achieved the aspirational Unicorn status of $1B valuation thanks to our 30+ million happy users. This is a unique opportunity to join a pre-IPO company with a huge personal and organizational growth perspective.

Each Splashtop employee can have a real impact on the total company result. We are a young, fast-growing company, we respect and are transparent to one another. In this role you We all work hard to exceed customer expectations, we are collaborative, positive thinkers and always improve our solutions and services. Besides hitting it hard we also enjoy and celebrate our success with our teams. We pride ourselves on our company culture. Happy employees, create happy customers!

Splashtop is seeking an enthusiastic Customer Success Representative who will join our growing Customer Success Team. The ideal candidate is motivated, team-oriented and eager to learn to attend to our customer inquiries. This role will perform a wide variety of tasks for inbound customer inquiries including calls and email inquiries. The general responsibilities also range from assisting customers with upgrades, upsells, renewals, troubleshooting and general questions. Core to this is having intimate knowledge of our products and solutions to ensure our customers continually receive value, as well as providing a delightful customer experience.

The key responsibilities of this role will be:

• Understanding customer needs and finding alternatives if another product is best for their use-case.
• Answering high volume of calls and emails.
• Partner with our Product, Support and Sales teams to relay customer needs, experience, and areas for improvement.
• Customer Service principles, including handling escalated customers.
• Communicate effectively in providing information and assisting customers.
• Drive customer outcomes via delivering value and maximizing each interaction.
• Advocate for Splashtop’s customers and understand the customer experience intimately and drive resolution for customer challenges, support tickets, etc.
• Assist in overall company and team goals/initiatives via customer interactions.
• Contribute to key initiatives including identifying promoters and land & expand opportunities when working with our customers day-to-day.

Required Qualifications:

Bachelor’s degree

• You have a customer-centric and focused mindset.
• You are passionate about the contribution you can make to your customers, your team and the company.
• You are a team player with a track record of excelling in fast-growing environment and achieving goals.
• You can demonstrate and practice priority management.
• High knack for problem solving.
• Ability to work independently and with a team in a fast-paced environment focus on accuracy and timeliness.
• Ability to make decision in accordance with established policies and procedures.
• Be methodical in processes, time management and problem solving daily.
• You desire to make an impact to a growing team and organization i.e. contributing to: strategies, internal training, establishing processes and procedures.

What we have to offer:

• A dynamic and supportive work environment
• A competitive salary and performance-based incentives
• Incredible and continuous learning experience for professional growth and development
• Fast-paced environment where we celebrate successes and have a lot of fun while working
• An amazing crew of other hard working and passionate people from all over the globe

Splashtop is a proud equal opportunity employer, dedicated to creating an inclusive workplace that celebrates diversity. We value the unique skills and experiences brought by individuals from all backgrounds and identities, including but not limited to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, socioeconomic background, or individuals reentering the workforce. We especially encourage applications from underrepresented groups such as women, racial and ethnic minorities, LGBTQ+ individuals, people with disabilities, and veterans. At Splashtop, we believe diversity drives innovation, and we are committed to fostering an environment where everyone feels welcomed, respected, and valued.