WHAT DOES IT TAKE?

Your focus will be to guide and advise customers on how to best use their AskCody platform, with focus on ticket handling and will, through customer touchpoints in both pre- and post-sale phases of the Customer Journey.

You will also be the technical expertise on topics such as, but not limited to: AskCody infrastructure, GDPR, DPA, ISAE3000 and will be an internal resource to your colleagues, not only in Customer Experience, but also across the organization.

At AskCody we help create a better workplace experience for some of the largest organizations around the globe by reducing friction in meeting management. And we need your help to making make meetings and all the practicalities around these a bliss!

You will be part of our Customer Experience Team and work closely with Product, Account Management, Marketing and (of course) in frequent contact with our customers and users to understand their needs and wants.

You will be working from our Aalborg office and be in close contact with our colleagues in Boston. While we love to be together, we provide great flexibility to work remotely and hybrid.

We are looking for someone who can join us as soon as possible, so don't hesitate to get in touch!

RESPONSIBILITIES

The Solution Engineer role in AskCody is split between being an external and internal resource and with a split focus – meaning you will be assisting your colleagues, whilst also acting as a resource to our customers.

Responsibilities regarding being an internal source of guidance and knowledge include:

Day to day ticket handling handling by identifying root-causes and troubleshooting technical issues to identify solutions for customers.
Responsible for keeping our Service Level Agreements (SLA), reflected in the Support and Service Plan
Assisting with insight and knowledge to improve on Help Center articles
Take ownership on touch points such as Health Calls, Customer Check-ins, and support calls, to further engage customers in their platform usage and consumption
Assist New Acquisition (sales) and Customer Success advise the customers through the sales cycles
Understanding our Data Processing Agreement (DPA), ISAE3000 and Service Level Agreement at an advisory capacity

Responsibilities regarding guiding and helping our customers:

Educating the customer in their AskCody platform; pre-sales and post-sales.
Supply the customers with the necessary technical understanding to help the Customer Success Specialists ensure advantageous implementations
Guidance and assistance during the customer’s onboarding to their platform
Filling out Request For Information (RFI) and Request for Proposal (RFP)

Metrics you are expected to monitor:

Customer Effort Score
Activation rates on customers
Compliance to our Service Level Agreement

THIS IS WHO WE ARE LOOKING FOR

Your background can take on many forms, and we are very much open to hearing what you would bring to this position! Our ultimate wishlist includes: (knowing that no-one checks all boxes)
- Technical foundation in either education or experience
- Experience with handling support tickets
- Experience with communicating technical documentation
- Experience with Customer contact

Skills could include, but are not limited to:
- You are an expert at prioritizing tasks
- You are proficient in training and guiding others
- You are curious to understand our users and customers and what matters to them, so that you can succeed in helping them to faster realize value with our platform.
- You are competent in communication to several layers of an organization, both externally and internally
- You execute fast, you learn fast, you iterate fast.
- You are a team player that collaborates across our company and with customers, knowing that mutual respect is paramount for making progress.

PRACTICAL

WE GROW TOGETHER

We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
We train to be better. Both as a team as individuals. All employees have access to soft skill and role specific training material, and combined with sales and product enablement training empowers the whole team to be top performers.
It is natural to grow. That is why it is natural to grow and transition into a new position within AskCody.
Culture and self development has a high focus, which has been noticed in multiple Danish media articles.

WE EMBRACE A FLEXIBLE WAY OF WORK

This position is based at our office in Aalborg, but the right candidate will be able to work remotely combined with visits to the office for workshops and other kinds of work, where it makes sense to be co-located.
We know that there are benefits of being in the office and working from home. AskCody promotes a healthy work/life balance. We provide employees with the flexibility of a hybrid schedule, providing set days each week to collaborate in the office and set days to work virtually if desired.

WHO WE ARE

AskCody is a leading provider of Meeting Management & Resource Scheduling software; technology that helps creating a better workplace experience. Both Gartner and G2 are ranking AskCody as a category leader in the meeting management space.

We optimize the way people plan to work, meet, focus and collaborate in their workplace, and provide support functions the tools they need to deliver next level business support. AskCody´s SaaS-platform supports companies all over the globe.

We're VC-funded, international, and have an ambitious growth plan about solving significant challenges for enterprise and organizations globally.

We launched the AskCody Meeting Management Platform in 2017, our HQ is in Aalborg, Denmark and Boston, Massachusetts, and have colleagues from a lot of different backgrounds and nationalities.

You’ll be a part of a young, creative, highly motivated team that keeps AskCody buzzing with fresh ideas and innovative solutions that helps solve our customers' core pains and realize their desired business outcomes. We’re not “one big family.” We’re one high-performance team. We work hard and like to have fun while doing it.
Our recruitment values are: Curiosity, learnability, coachability, work ethics, and intelligence. Add to that self-discipline, freedom, and responsibility, a lot of solution orientation, and passion for what you do.
We get together regularly at State of the Unions, we work in small teams to ensure everyone's voice is heard, and share wins and losses. We iterate, and we learn and try to keep feedback loops short. We are self-driven and enjoy solving problems with a little bit of chaos and constant change, of course.
We drink a lot of good coffee and eat all the snacks we can handle. Most importantly, we work with people we respect and enjoy spending time with, also after work hours.
We get together around weekly virtual yoga sessions and in 2019 and 2021, we were nominated 'Workplace of the year' in Aalborg.

If you have questions regarding the position, you can contact our Customer Experience Director Kim Jensen.

GROW PERSONALLY AND PROFESSIONALLY

Working for us means being part of creating products that shape the future workplace.

Send us what you think is meaningful, for us to really get to know you!

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