Customer Success for Scaling ServiceEcho - ON-1006

Project type: Innovation
Desired discipline(s): Computer science, Mathematical Sciences, Mathematics, Business, Social Sciences & Humanities
Company: ServiceEcho
Project Length: 6 months to 1 year
Preferred start date: As soon as possible.
Language requirement: English
Location(s): Toronto, ON, Canada
No. of positions: 1
Desired education level: CollegeUndergraduate/BachelorMaster'sPhDPostdoctoral fellowRecent graduate
Open to applicants registered at an institution outside of Canada: No

About the company: 

ServiceEcho is a leading software provider for field services management and has been in business for 10 years. We solve the worst part of field service - paperwork! Clients report an 80% reduction in repetitive manual data entry and 68% increase in scheduling efficiency. 

ServiceEcho is a complete project management and field service management tool, making it simpler to schedule, track and cost project deliverables and preventative maintenance programs.  Customers leverage ServieEcho’s data to create dynamic electronic service records, and time tracking reports, ideal for safety and regulatory compliance.  

With extensive resource allocation and asset inventory management tools, detailed data analysis can be performed to determine the operational excellence of any field service business.

ServiceEcho’s powerful, offline capable iOS and Android application, field staff can relay details from remote areas with ease, while operators can ensure relevant job details are provided accurately.

Describe the project.: 

The innovation project at ServiceEcho aims to streamline our onboarding process, enhance our selling to execution workflow, and reduce customer churn. This project is designed to identify and implement improvements that will make our customer success efforts more efficient and effective, thereby increasing customer satisfaction and loyalty.

The primary goal is to deliver an exceptional customer experience through an improved customer success process that helps customers realize the benefits of our solution as quickly as possible..

The project focuses on incremental innovations in several areas:

1. Business Model Improvement: We aim to refine our subscription and pricing models to better align with customer needs and market trends, making our services more accessible and appealing.
2. Process Development: Streamlining the onboarding process is crucial. This involves automating various steps, providing clear guidelines and resources, and enhancing communication channels to reduce the time required for new customers to get up and running.

To achieve these goals, we will employ the following methodologies and techniques:

1. Agile Methodology: We will adopt an agile approach to manage the project, allowing for iterative development and continuous feedback from stakeholders.
2. Lean Techniques: Lean principles will be applied to eliminate waste and optimize processes, ensuring that every step adds value to the customer.
3. Customer Journey Mapping: By mapping out the customer journey, we can identify pain points and areas for improvement, ensuring a smoother onboarding process and better overall experience.

Required expertise/skills: 

Analytical Skills
- Data Analysis: Analyze data to identify trends and insights for decision-making and process improvements.
- Problem-Solving: Identify issues in processes and develop innovative solutions.

Project Management
- Agile Methodology Understanding: Basic knowledge of agile principles and practices, including working in sprints and participating in stand-ups.

Customer Relationship Management (CRM)
- Understanding of CRM Systems: Familiarity with CRM software, particularly Salesforce, for managing customer interactions and analyzing data.
- Customer Journey Mapping: Create and analyze customer journey maps to identify and improve pain points.

Communication Skills
- Verbal and Written Communication: Interact effectively with customers and teams.
- Presentation Skills:Present findings and recommendations clearly and persuasively.

Technical Proficiency
- Software Tools: Proficiency in business software tools (e.g., Jira).
- Analytics Tools: Basic understanding of data visualization and reporting tools.

Customer Success Principles
- Customer-Centric Mindset: Focus on customer satisfaction and relationship-building.
- Onboarding Processes: Knowledge of best practices to ensure smooth customer transitions.

Business Acumen
- Financial Literacy: Basic understanding of financial principles to grasp pricing models and the impact of process improvements.