Customer Onboarding & Success Representative

About us

We're Birdi 👋 - the scalable aerial intelligence platform for visualising and processing drone-captured images. We enable organisations everywhere to make better business decisions through complete aerial visibility. Think: a cloud-based platform for visualising and processing photos and videos captured by drones, DSLRs, iPhones, and more on a map, giving our users up-to-date oversight of their sites and assets.

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About the role

We’re an Aussie tech startup ramping up growth and we’re looking for a casual Customer Onboarding & Success Rep to join our fully remote team for a minimum of 10 hours a week (with potential to increase). You’ll be our users’ first point of contact after they sign up to our platform or request a demo with us, so it’s imperative that you’re friendly, personable and reflect the Birdi brand! You’ll get to work with a fun and supportive team who are excited about creating a great product for our customers.

This position is fully remote. With the role requiring you to contact users and also run onboarding sessions with them, the hours are flexible to match users’ availability, which you can manage yourself throughout the week. We’d like the hours you work for us to fall between 7am-4pm AEDT.

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What you will do

• Reach out to new users shortly after they create their Birdi account (via phone, email and in-chat messages) with the goal being to:

       > Build rapport and give them a really positive first impression of Birdi

        > Help understand their use cases

        > Provide them with an onboarding walkthrough/demonstration of Birdi via video conference (Google Meet)

• Reach out to our Enterprise leads that complete our “Book a demo” and “Request pricing” forms (via a consultative call and email) and:

        > Qualify them (i.e. make sure we’re an aligned fit)

        > Book them in for a demo with our salesperson

• Answer questions via chat from prospects with an aim of converting them into sign ups
• Become a product expert and develop expertise in the drone tech space so you can provide ideal solutions to users
• Provide support for existing users via chat, email and phone
• Contribute to customer success resources such as knowledge base articles, guides and help videos
• Keep Birdi’s CRM (Hubspot) up-to-date with users’ information
• Share user feedback and suggestions with the team
• Follow Birdi’s customer success processes, as well as give suggestions on tweaks, improvements and iterations for making it more successful
• Various other customer success-related activities aimed to support users and prospects to use our platform

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Your background/experience

• A minimum of 1.5 years experience in a customer success/support role, ideally with a software/SaaS company
• Friendly, good at building rapport with customers and prospects
• Ability to understand a technical product and industry and communicate how to use it in an easy to understand way
• Able to work autonomously and problem solve situations, as well as follow guidance, direction and processes
• Available to work 10 hours per week, and able to monitor/manage your own time and calendar with onboarding sessions booked in with users

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🙌 Birdi is committed to building a diverse workplace and values individuals from all backgrounds and walks of life. We also know people’s career pathways are unique, so if you think you’d be successful in this role but don’t match 100% of the criteria, we still encourage you to reach out.

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How to apply

Please send us the following to jobs@birdi.io or apply directly where this job is advertised (e.g. LinkedIn):

1. Your Resume
2. A short cover letter
3. A link to a Loom video of yourself. Tell us a little about you and what interests you specifically in THIS role with Birdi?