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Customer Solutions Specialist

This role is for someone who can support our growing team located in the Americas time zones. Please only apply for the role that best fits your region and don't apply for all available roles.

 

We're looking for a Customer Solutions Specialist to join the Self-Serve Assist group at Zapier.

In this role, you’ll help customers during the buying journey based on your deep product knowledge and understanding of how best their organization can leverage Zapier. You’ll do this through personalized demos over Zoom, your timely responses to customers, and your ability to manage multiple stakeholders through a buying process.

We rely on our products, our marketing and our team of Customer Solutions Specialists explaining the benefits of those products, to ultimately drive sales.

Zapier’s on a mission to make everyone more productive at work. Zapier has helped over 1.8 million individuals and businesses with their automation needs.

The Self-Serve Assist group is a group that customers can opt-in to speaking to, throughout their evaluation process of buying high-tier plans. We help equip them with knowledge of how to implement Zapier, solve their technical requirements, and showcase the ROI of a business adopting this product vs. individual stakeholders. Buying here is driven by customers, fueled by the product itself, and propelled further by Advocate-led product guidance.

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

 

About You

  • You have experience in sales development, customer success, and/or onboarding support roles. You’re comfortable presenting and speaking to customers over video. You have experience managing customer relationships to drive mutually valuable outcomes for both the customer and the company.
  • You know how to get results. You thrive under situations where you have measurable outcomes that impact the growth of the Company You’re no stranger to measurements like response times, conversations per week, and expansion revenue generated.
  • You are passionate about customers. You are driven by the customer. Their outcomes are at the heart of everything you do. You have experience building and maintaining relationships with complex, multi-geographical customers.
  • You are passionate about apps and APIs. We’re looking for someone who has a demonstrated passion for SaaS, APIs, latest technology, trends, and applications.
  • You’re good at self-managing your own schedule. You’ll have to balance a full schedule of speaking with prospective customers, reporting on findings, and thinking about how you can be more effective with each call. You’re great at managing your own schedule with minimal supervision, and can proactively ask for help where needed.
  • You can transform ambiguity into clarity. At Zapier, we believe in systems and processes that let us scale our impact to be larger than ourselves. In this role, you’ll uncover new pain points and encounter situations of ambiguity that will need problem-solving to find clarity. You enjoy thrive under ambiguous situations and see them as an opportunity to discover new insights that can be transformed into processes for scale. This requires a learner’s mindset.

 

Things You’ll Do

The required skills for this position will be a blend of 50% technical understanding of Zapier, and 50% sales development where you'll help customers see the positive impacts of Zapier automation on their business.

  • Work with inbound interest from prospects and customers to help educate and help them purchase the right product for their SMB
  • Manage multiple stakeholders and interests along their buying process: this will include things like emails, live 1-1 demos, multi-stakeholder conversations, and completing enablement questionnaires
  • Be accountable for monthly quantifiable targets around the success of the SSA program
  • Business Use Cases: Be able to share tips and tricks on how other businesses are leveraging Zapier across their teams, and what outcomes they’ve been able to deliver by doing so?
  • Technical Use Cases: Understanding of APIs, especially on connecting Zapier to software with Webhooks (where there is no native integration available on Zapier)
  • Manage customer’s buying process: How does an organization implement Zapier around their existing processes? How do we make that frictionless and easy to adopt?
  • Help organizations find an implementation plan for Zapier: Can this organization build this out themselves? Is their need low-lift and can have someone build it out? Do they seem like they’d benefit from an agency (channel partner) introduction? If so, how do we help them buy Zapier?
  • Experiment: This is a startup so everything can change
  • Comfortable leveraging tools like Hubspot, Calendly, and others to capture customer feedback.

 

About Zapier

Zapier helps people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

 

The Whole Package

Location: North America

Our distributed environment lets us work with the best people.  Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

Compensation:

  • Competitive salary
  • Great healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • Profit sharing
  • 2 annual company retreats to awesome places
  • 14 weeks paid leave for new parents of biological or adopted children
  • Pick your own equipment. We'll set you up with an Apple laptop plus provide additional budget for an at home office set-up and any software you need.
  • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
  • Travel of 5% - 10% for company retreats which rotate to various cities throughout North America
  • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

 

*While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US, UK, and Canadian employees.

 

How to Apply

We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please make sure to answer each question. After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

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