Senior Customer Success Specialist

Based in Pivotal Labs office in Denver, CO.

Pivotal’s Story

Pivotal is a recognized leader in agile software development. We've been building high quality software for clients for over 20 years by applying agile techniques to accelerate development, reduce risk, and increase responsiveness to market trends for startups and enterprises alike. Our proven practices, combined with deep technical expertise in consumer web and mobile application development and enterprise automation, help customers achieve rapid, reliable business results. Along the way, we also built Pivotal Tracker, the world’s favorite agile project management and collaboration tool.

Not only does Tracker serve as a critical component of our own development process, it's also relied on by thousands of teams out there in the world, from open source developers, to fast growing startups, and high profile, established companies. It's a great app, yet we have lots of ideas for how we'd like to improve it.

You

Are an outgoing customer advocate with impeccable communication, follow through, and organization skills. You enjoy working with customers and look forward to helping engage, onboard, and retain even more of them for Pivotal Tracker. 

Us

Powering developers since 2006, Pivotal Tracker is the premier project management application for Agile software development. We have lots of ideas for how we'd like to make it even better. As part of the Tracker team, you’ll get to implement changes to Pivotal Tracker that you'd like to see for your own use, and at the same time improve how thousands of teams around the world collaborate and build software.

Your Day

  • Help ensure customers have a positive experience from trying Tracker to staying with us
  • Proactively offer help and custom demos so customers can quickly become successful and self-sufficient in all areas of the product
  • Make the Tracker community feel good about getting in touch and using Tracker
  • Own customer relationships and ensure consistent, professional, effective interactions
  • Give regular webinars and help develop new training material
  • Monitor new customer sign-ups
  • Provide customer status and metrics
  • Help with the daily email support queue occasionally and keep track of customer contacts
  • Learn Tracker deeply so you can answer questions on Tracker features, road-map, excellent practices and subscription levels
  • Solve problems such as those with account activation, account upgrades, billing
  • Maintain high levels of customer engagement and satisfaction with a focus on loyalty
  • Identify and manage customers at risk for attrition 
  • Help obtain customer references, testimonials, case studies, etc.
  • Discover customer needs and challenges in order to suggest better solutions
  • Collaborate with our product managers and advocate for features on behalf of customers

Required Skills / Experiences 

  • 5+ years of experience in a customer-facing success, education, technical support or similar role
  • Understands the work of PMs, developers, designers, testers, support (our customers and team members) and has the technical knowledge to work with them effectively
  • Has worked on Agile teams or those using similar PDLC methodologies
  • Self-motivated and proactive with innovative ideas to inspire customer loyalty and adoption
  • Strong interpersonal skills and ability to build good internal and external relationships
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Must have outstanding written and verbal communication skills, be a great listener and able to contribute in a team environment
  • Strong organizational and time management skills, including the ability to work independently and prioritize effectively
  • Flexible, mature approach, quick to learn and with a can-do attitude
  • Experience with SaaS companies strongly preferred
  • Familiarity with Pivotal Tracker or a similar product is a major plus



Pivotal is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

Apply for this Job

* Required

  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Pivotal Software are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.