Customer Mentor - SEOMOZ
About the Position
SEOmoz develops tools and technology used by Internet Marketers to make better, more educated decisions about their marketing on the web. We’ve got over 20,000 paying subscribers.
As a customer mentor, you will have the opportunity to foster connection with customers at key points in their Moz membership so that they never want to leave. Your primary role will be in focusing on SEOmoz Lifers--those that have been with SEOmoz eight months or more--and providing them with highly personal and helpful engagement.
This is an exciting pilot program that will be testing every aspect of customer contact in order to create the best Lifer customer experience. You have a passion for data and totally understand how important the integrity of accurate and dedicated logging can be for successful programs--and how it can affect large business decisions in the future!
You will know the SEOmoz toolset inside-out and will be passionate about what’s happening within the Inbound Marketing community in your work to build engagement with other customers in the Inbound industry. Your thirst for knowledge, technical mindset, and creativity provide so many great ways you can engage with our customers.
You are empowered to do what you think is right to make customers happy. You’ll be only a few steps away from Moz’s engineers, Help Teamsters, and Community team, so you will have the right resources available to provide our customers with superb advice or get them to the right teammate for the job. By the time you’re done with them, our customers will walk away feeling like they’ve just been given advice that will move the needle for their organization, the process to turn that advice into reality, and a hug full of Mozzy love.
Requirements:
• Keen sense of empathy for customers, with a deep dedication to making a customer’s experience delightful and rewarding.
• Infectious positive attitude that spreads to other team members and customers.
• Exceptional verbal and written communication skills.
• Enthusiastic learner who loves to keep their finger on the pulse of what’s happening in the online marketing industry.
• Sense of humor and ability to laugh at yourself and silly jokes.
• Robust knowledge of Inbound Marketing and web marketing.
• Superior analytical skills, with a passion for logging comprehensive, accurate data.
• Independent thinker with the ability to recognize where processes can be improved and who to collaborate with to improve them.
• Resourceful teacher who is dedicated to fostering a customer base that totally knows all that their product can do for them.
• Passionate about technology and the Internet.
Nice to Have:
• Intense familiarity with SEOmoz PRO a huge plus :)
• Knowledge of Google Analytics, HTML, and any other web production or analysis tools also a huge plus.
• 3+ years experience in consulting, customer service, or sales is a plus.
About the Company
SEOmoz is a rapidly-growing, profitable technology startup. That said, we dream big--we aim to provide companies with the best, most advanced ways to measure and improve their organic web marketing (i.e. any traffic source you don’t pay for - SEO, social, blogs, viral videos, etc.).
We’ve got the reputation of a big player with the energy of a small, nimble organization. This allows us to do very exciting things when we smell opportunity. We pride ourselves on developing kick-ass (and good-looking) software, indexing the web, providing a robust API that serves hundreds of millions of queries each day, and hosting the web’s most vibrant web marketing community.
In our downtown Seattle offices, mere steps from Pike Place Market, we maintain a fun, supportive, laid-back work environment. We pay well (salaries are on par with the big guys - Google, Microsoft, Facebook, Sauron) and we work hard (sometimes long hours are a must, but we pride ourselves on working smart, not 80-hour nightmare weeks). We’re also very generous with vacation and flex time because we understand that our employees have lives, interests, and obligations outside of the office.
Our core values include being transparent (you’ll get every key metric about the business each week), having fun (pie-eating contests - check! Team ice cream trips - check! Friday afternoon Settlers of Catan parties - check!) and creating exceptional products our customers love. We strongly encourage you to read more about the company - our core values (below and here: http://www.seomoz.org/blog/what-we-believe-why-seomozs-tagfee-tenets), our history (http://www.seomoz.org/blog/the-history-of-seomoz) and what we do (http://www.seomoz.org/about).
SEOmoz believes in the TAGFEE tenets. As Mozzers, we strive to exemplify these core values.
- Transparency means I have nothing to hide from our customers. Good news is good news. Bad news is bad. I promise to never ‘sugar-coat’ or ‘oversell’ by delivering false pretenses. I want everyone at SEOmoz to understand how our business is doing, what our product does, and how you can get the most out of it. I also want to be transparent about limitations. I believe in empowering people and building culture through shared knowledge.
- Authenticity means I have true self-awareness of my strengths, weaknesses, and beliefs. I represent these attributes honestly. I am the same person at work that I am outside of work - my authentic self doesn’t hide behind a veil of professionalism or ego. I strive for humility and reject the pitfalls of pride.
- Being Generous means giving more than I receive. This serves not only those I give to, but myself as well.
- Having Fun means staying in the moment, losing my ego, and laughing with my team.
- Empathy. This is SEOmoz’s most important core value. I put myself in the shoes of others - customers, partners, and co-workers to understand their motivations, and why, especially when things are tough, they believe, act, and communicate as they do. Empathy is more than just listening and understanding - it’s about embracing the emotions and viewpoints around me so that communication can be truly honest.
- Being Exceptional means delivering the unexpected, delightful, and illuminating.
We’re offering a very competitive salary for this position (based on experience) to attract exciting candidates. In addition, we also provide:
- 100% Paid Medical, Dental & Vision benefits (50% for dependents)
- Generous stock options (1 year to first stake, 4 years to full vesting)
- PAID, paid Vacation - $3,000 per year toward vacation expenses
- 100% match of your 401k contributions up to 3% of your gross income
- 150% charity matching program
- 21 days annual paid time off, 7 days of sick/safe leave and paid holidays
- Professional coaching
- Subsidized gym membership
- Subsidized internet access for your home
- Commuting benefits
- Fully stocked fridge, bar, cereal bar and all the turkey jerky and candy you want!
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