Customer Success Associate

Organization
Dobility, inc.
Location
Washington, D.C. (also remote, depending on candidate)
Job Type
Full-time
Deadline for Applications
12/31/2019
How to Apply
Visit the link and complete the form.
Where to Apply
https://www.surveycto.com/jobs/customer-success-associate/
Tags
Full-time

Here at Dobility, we are committed to exceptional support for SurveyCTO (http://www.surveycto.com/) users. To that end, we are looking for an energetic and independent individual to join our efforts to grow our business and achieve our social mission. Although we are still a start-up, our product, SurveyCTO, has already been used by thousands of teams in over 165 countries, and is growing rapidly.

For this position, we are looking for somebody to join our customer success team. A pillar of our growth and a core part of our mission is not just to provide a great product, but also to provide incredible support and service; we are growing our team to improve our efforts on that front. Customer success at Dobility is a holistic mission, that extends far beyond your typical “tech support” (https://www.surveycto.com/blog/more-than-tech-support/).

The ideal candidate will have prior experience collecting data in offline settings – and using SurveyCTO or Open Data Kit to do so – but that is not required. Communications, capacity-building, and training experience is also a plus, but not required. The same goes for experience in a start-up.

For candidates based in the U.S., Washington, DC would be the ideal location, followed by Boston and New York City. Otherwise, qualified candidates based outside the U.S. are also encouraged to apply, as we’ll likely favour experience and good fit over location.

**Responsibilities:**
– Developing and improving customer success strategies, helping to spearhard new initiatives and reinvigorate old ones.
– Working in collaboration with our growth team, to support them with product expertise, to help prospective users understand whether SurveyCTO is the solution for them.
– Directly contribute to our customer success mission by responding to support requests.
– Develop and improve content for the SurveyCTO online support center (https://support.surveycto.com/).
– Leverage knowledge of users’ experience with SurveyCTO to provide feedback to the product development team about usability bottlenecks, improvements, and feature requests.
– Moderate the community user forums.
– Assist with webinars and in-person trainings.

**Ideal candidate profile:**
– Experience using SurveyCTO, Open Data Kit, or similar platforms for collecting data offline, preferably in a range of developing-country contexts.
– Knowledge of statistical, data visualization, and dashboarding software systems.
– An independent self-starter, who can productively take ownership of new responsibilities without direct supervision.
– Strong writer and communicator in English.
– Knowledge of the field research and/or international development spaces, especially monitoring and evaluation.
– Fast learner, able to independently problem-solve.
– Detail-oriented (e.g., cares that complement and compliment are different things; and notices that ‘$ {fieldname}’ has a space between the dollar sign and the curly bracket).
– Obsessive about doing high-quality work.
– Preference for working in a fast-paced start-up environment.
– Passionate about improving the world through one’s work.
– Location and hours:
– This is a full-time position.
– We have a slight preference for candidates based in Washington, DC in particular, but are open to candidates in Boston and New York City as well.
– We will also consider strong candidates based elsewhere in the world with a good Internet connection.

**Salary and benefits:**
Dobility offers competitive salary and benefits packages. The specifics will depend on the location and the applicant’s level of prior experience.

Additional Information

**About the organization:**
Dobility, the company behind SurveyCTO, was founded by Dr. Christopher Robert, an early tech entrepreneur and CTO who left technology to live overseas, trained in economics and public policy, then research and teach at Harvard’s Kennedy School of Government. His experience on the ground made him realize that the research and development sectors badly needed better technology to gather and manage data. Dobility’s mission is to help ensure that high-quality data is affordable, so that more decisions are based on good data (vs. bad data or no data).

Dobility differentiates itself in the market by providing unmatched reliability, affordability, and customer support. It is a fast-moving company with a motivated team that has spent time in the field to understand customers’ pain points first-hand.

**About the product:**
SurveyCTO is the most reliable, secure, and scalable mobile data collection platform for researchers and professionals working in offline settings. It can be used online or offline, on the web, tablets, or mobile phones. Most often it’s used by surveyors in the field to perform guided interviews with survey respondents (“Computer Assisted Personal Interviews”). It protects against fraud by recording how long surveys take, audio recording when suspicious behavior is flagged, and employing statistical algorithms to look for anomalies in the data. It’s also an extraordinarily flexible platform that allows for advanced survey logic, pre-loading existing data into survey questions, and automatically merging incoming data into back-office applications like Excel.

SurveyCTO has been used to collect over three million survey submissions in roughly 165 countries by organizations such as the World Bank Group, Save the Children, Clinton Health Access Initiative, Innovations for Poverty Action, and many others. You can see other examples of organizations we work with on our website (http://www.surveycto.com/index.html).