Job Summary

We are looking for a customer success representative who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase customer’s revenue potentials and minimize churn rates.

A Customer Success Representative’s responsibilities include identifying new and closing customers, supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order.

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction. You will also work closely with cross-functional internal teams to ensure customer questions and concerns are addressed in a timely manner.

General Accountabilities

• Generating and qualifying new leads
• Adept at matching our product solutions to customer needs
• Developing and maintaining customer relationships
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating customer training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Other responsibilities required to meet or exceed new customer and customer retention goals.

Job Qualifications

• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the SaaS products or service
• College graduate strongly preferred

Personal Attributes

• Agile thinker – able to understand a customer’s challenges and promote EC products and services in a compelling manner. Not a one-size fits all mindset. Can draw on existing customer success and make analogies. Able to infer relevant sales opportunities. Can pivot easily when redirection is needed.
• Persuasive – uses relationship building and listening skills to understand customer needs then message accordingly.
• Writing and Verbal Communication skills – clear conscience communications. Can get point across at a high level in writing. Grammar, punctuation, and tone are professional.
• Interpersonal Connections – keeps colleagues updated and builds personal relationships internally that lead to being “in the know”. Eager to understand other’s responsibilities and the interconnection/interdependence with the SDR role. Offers to support others as a means of making internal connections. Views helping others as a means of personal gain/value.
• Curious – proactive learner. Seeks to understand connections, processes, technology. Demonstrates curiosity in non-work endeavors.
• Urgency – highly responsive, assigns appropriate sense of priority and escalates accordingly.
• Executive function – strong time management and organizational skills. Can keep track of follow up requirements either through a self-devised system or through established processes.
• Grit/Tenacity – committed and determined to meet end goal. Competitive spirit, fueled by challenge.
• Resilient – takes personal care to maintain fitness needed to easily bounce back from adversity. Doesn’t take “no” personally. Seeks continued opportunity to convert a “no” to a “maybe”.

Physical Requirements

• While performing the duties of this job, you will be required to sit or stand for extended periods of time over an 8-hour workday.
• This is an office-based role based in Annapolis, MD, with the flexibility to occasionally work remotely.
• EVERYWHERE is a smoke and drug-free, fully inclusive work environment and is committed to all applicable workplace laws related to EEO, non-discrimination, and workplace accommodations.

Location: Portland, ME

Reports to: Director of Quality Assurance

NOTE: This position is ONLY open to US CITIZENS

​Description:

The position will support our SaaS product hosted in the cloud throughout the software development lifecycle as we seek to add new features and scale our system to meet our rapidly growing business. An ideal candidate would have an intuitive sense of how to identify bugs in our system using both expected and unexpected user behaviors as well as when conducting exploratory testing or executing predefined test cases. The candidate would be able to design, document, and execute test cases with minimal supervision. Knowledge of SDLC and quality assurance methodologies is a must. Candidates must be comfortable working in a flat organization where you will at times provide updates directly to Senior Management.

Skills:

•  Able to deliver high quality results by using team’s tools with minimal supervision
•  Has excellent communication skills, and critical thinking skills
•  Able to work in a fast paced environment, performing QA duties for multiple projects
•  Team player that uses interpersonal skills to collaborate across all levels of the organization
•  Solutions-oriented
•  Translates requirements into manual test cases
•  Log detailed defects and follow up until resolution
•  Identifies ways to optimize the testing window and maximize the quality of the product
•  Has a problem solving mindset with the ability to solve testing problems and communicate issues with the team
•  Execute test cases utilizing a test case management system
•  Identify system defects and log in defect management system
•  Maintain and review test cases to improve test coverage
•  Analyze defects to create new test cases to improve test coverage
•  Ensure the developed functionality meets requirements through testing and verification
•  Provide recommendations to improve the system
•  Provide troubleshooting of production outages and customer reported issues 

Experience:

•  2-4 years demonstrated experience working on software QA
•  Ability to generate test cases from user stories and developer feedback
•  Ability to perform exploratory testing without existing test cases

Bonus Experience:
•  Jira
•  Confluence
•  Zephyr Scale
•  Executing test cases
•  QA methodologies and concepts
•  Knowledge of iOS and Android
•  Experience testing mobile applications, web portals and device firmware is a plus
•  Experience with Garmin GPS devices is a plus

​Travel Requirements:
• Periodic travel to corporate offices in Annapolis, MD
• Occasional travel as required to complete projects

Job Summary:

The Senior Software Developer – Enterprise/Data will be responsible for architecting, creating, and maintaining tools to support the internal operations and decision making of the EVERYWHERE team.

The developer will work with many different departments such as operations, sales, engineering, marketing, and customer service to create reports and dashboards for internal consumption as well as automate business operations.

Key Responsibilities

• Develop meaningful tools, automations, and APIs to improve EVERYWHERE’s operations and efficiency
• Build Analytics, Dashboards, and Reports to provide insights into the system
• Integrate multiple platforms to create a single experience
• Deliver fully functional tools across the SDLC, from planning and development to deployment and maintenance
• Able to deploy tools to AWS Cloud services with minimal support
• Connect Enterprise, Vendor, and Customer facing systems through APIs
• Interface with Operations, Finance, Sales, and Product Development to understand key requirements

Job Qualifications

 • 4+ Years of Software Development Experience
• Preferred Language Expertise: Node.js, Java, Kotlin
• Alternatives: Other JavaScript frameworks, Scala, Typescript, Python
• Ability to build end user facing UI/UX for dashboards
• Database Experience: MongoDB, SQL, Redis
• AWS hosted services including: Lambda, API Gateway, EC2, Route53, etc.
• ETL processes
• REST, SOAP, GraphQL
• Authentication Technologies: SAML 2.0, OIDC
• Bachelor’s degree in Business, Computer Science, Engineering, or Design or comparable work experience
• Takes responsibility for outcomes and action to correct problems
• Understanding of software development lifecycle
• Experience with agile methodologies, e.g Scrum, Kanban, etc.
• Analyze existing products’ function, determine new features, requirements to enhance our customers’ user experience and ensure maximum potential usability
• Ability to juggle multiple projects and requirements

Bonus Expertise

• Ability to define requirements from team problem statements
• Containers and Container Management, including Docker, Podman, Kubernetes, or AWS EKS
• Infrastructure as Code (IaC)
• Machine Learning (ML) • Location Based Services

 Personal Attributes

• Technical Leadership – is the go-to SME for all projects in their domain of expertise
• Independent Worker – able to work with limited supervision and guidance
• Problem solving – presents and institutionalizes solutions to improved workflows, communication, processes, and procedures
 • Collaborative – able/willing to listen to peers and others with industry and customer experience. Open to understanding other’s point of view and experience.
• Attention to detail – highly organized with respect to schedules, deadlines, and budgets
• Service orientation – willing to take on assignments that may not fall squarely in the job’s set of responsibilities
• Avid learner – passionate and proactive about learning new skills

 Physical Requirements

• While performing the duties of this job, you will be required to sit or stand for extended periods of time over an 8-hour workday.
 • This is an office-based role based in Portland, ME, with the flexibility to occasionally work remotely.
• EVERYWHERE is a smoke and drug-free, fully inclusive work environment and is committed to all applicable workplace laws related to EEO, non-discrimination, and workplace accommodations.