Upstream Tech

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Customer Success, Lens

  • Customer & Community
  • Full-time
  • US
  • Remote

Opportunity

Upstream Tech is a technology company that uses satellites and machine learning to help organizations manage and monitor natural resources. We are growing quickly and building out our business development team that connects partner organizations and customers to our services.

Specifically, we are looking for a talented team member to help expand the reach and impact of our Lens work to enable informed conservation planning and monitoring. 

Role

As a member of our Growth & Partnerships team, this individual will help ensure our Lens customers have a great experience. You’ll create documentation and resources to scale our customer support as we grow, and you’ll also channel customer feedback to our team to inform our product roadmap.

The right candidate is driven by our mission, has customer- or client-facing experience ideally in a customer success or account management role, knowledge of SaaS products, and should demonstrate excellent independent work ethic and a desire to work closely with a driven, remote team.

Responsibilities

  • Manage customer support requests and work closely with internal teams to resolve issues 

  • Support customers with data preparation and account set-up

  • Provide onboarding training for new customers

  • Create and maintain support documentation and educational materials 

  • Scale our customer success and education strategy, to creatively support a growing customer base

  • Assist in the writing of customer communications 

  • Deliver or support customer educational opportunities such as webinars and conferences

  • Serve as internal voice of prospective customers by communicating clear user stories and sharing feedback with the product team 

Preferred Qualifications

  • Familiarity with ArcGIS or QGIS

  • Undergraduate degree in a relevant field (e.g., business, environmental management, data science, computer science, engineering)

  • Industry knowledge, connections and experience working with land trusts and the conservation space more broadly

  • Comfort with written and verbal communication with users of a variety of skillsets

  • Creative problem solving skills

  • Experience with and comfort working with technology applications

  • Located in a United States time zone 

You’d be a good fit if

  • You want to work at a small, impact-focused company. We measure our success with a triple bottom line and put our principles before profits.

  • You're pragmatic and want to get things done without sacrificing quality.

  • You're humble, empathetic, and understand that giving and receiving honest direct feedback helps everyone to grow.

  • You’re a great communicator, and can stay organized and manage your own time.

If you are passionate about conservation and technology, we encourage you to apply even if you don’t meet every qualification. 

We are proud to offer great benefits like 4 weeks of paid vacation and trans-inclusive health insurance plans (along with dental, vision and life insurance). We want our team to live full lives outside of work.

In addition to competitive salaries, we offer equity to new employees and other incentive compensation for overall team performance. 

Location 

Remote. We conduct business using technologies like Slack and video conferencing. We do a biannual in-person trip to work, bond, and celebrate our successes.

Travel. We are looking for someone with flexibility to travel for meetings and conferences ~10% of the time on an as-needed basis.

Applications will be reviewed on a rolling basis.

Upstream Tech is committed to building, supporting, and growing a diverse team. We have a standardized interview process designed to reduce individual bias, and have structured pay scales to prevent inequity. We don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Remote restrictions

  • Workday must overlap by at least 5 hours with Denver, CO, USA