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Customer Success Manager
Location: Seattle, WADepartment: Customer Success
Type: Full TimeMin. Experience: Experienced

Shiftboard is looking for a Customer Success Manager who is passionate about solving customer problems and helping customers achieve their business goals. This is a unique opportunity that will not only deliver on massive value for our customers but will serve as a subject matter expert on scheduling for the entire organization and our customers.  

On a typical day you might….

  • Speak with customers like MLB, Netflix, and the Burning Man festival to provide onboarding, integration, education, and documentation to drive long term success and value with Shiftboard
  • Set a strategic direction in a Client’s use of Shiftobard to address business challenges via Shiftboard configuration best practices
  • Draft a Customer Success plan for a customer who is struggling to adapt
  • Engage across the Client’s organization to ensure awareness, education, and adoption of a particular Customer challenge or ask
  • Work cross-functionality within Shiftboard to identify opportunities and risks associated with a Client’s goals.
  • Evaluate Client functional and workflow requirements to make recommendations for customers
  • Manage feature and task tradeoff decisions across a customer’s initiative
  • Provide Engineering with decision support and the “voice of the customer”
  • Write a blog post or whitepaper articulating the challenges of a scheduler
  • Administer Customer Advisory Board meetings
  • Support the Sales team on a proposal for a new customer rollout in Europe
  • Partner with Product to brainstorm workflow methodologies and best practices
  • Work with Business Development to evaluate a potential partner
  • Write a Statement of Work defining a feature to be delivered for a customer’s technical specifications
  • Find a clever way to celebrate the team’s success at achieving an important milestone
  • Collaborate with a customer to build a more engaged and happy team
  • Negotiate with a customer to find a compromise in what we can deliver
  • Present to executive leadership regarding a pivotal customer status
  • Provide a status report on Customer Success plan
  • Propose a new approach to communicating status with customers
  • Analyze usage data for new macro trends of what is means to be successful with Shiftboard

You have….

  • A bachelor’s degree
  • At least 5 years in project management, consulting, or Customer Success
  • Experience scheduling shift-based workers
  • The aptitude and appetite to develop an end-to-end understanding of the business. You need to be able to understand the needs of, and influence sellers, customer success, and all levels of customers.
  • Technical chops. You must be able to understand the complexities of workforce scheduling and the relationship with how are software is built.
  • Indirect leadership skills. Effectiveness in this role requires you to communicate a vision and drive multiple teams toward execution without direct authority.
  • Outstanding written and verbal communication. You are clear, concise, and at times, inspiring.
  • Strong presentation and experience in support of technology sales a plus.
  • Excellent communication, interpersonal, problem solving and relationship skills.
  • Ability to work on multiple tasks and able to prioritize workloads and deliver on deadlines.
  • Ability to develop and deliver creative business solutions for complex problems.
  • Ability to influence individuals from senior to junior levels of the organization to implement change.
  • Excellent project management skills.
  • Exceptional attention to detail and solid business writing skills required.
  • Must be a self-starter with strong organization skills
  • Must be able to work well under the pressure of heavy, time sensitive workload
  • Passion for customers and solving their problems
  • Experience working in finance operations management would be a bonus.
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Customer Support Specialist
Location: Seattle, WADepartment: Customer Success
Type: Full TimeMin. Experience: Entry Level

We are looking for a customer-obsessed Support Specialist to join our incredible team. We need someone who will anticipate our client needs, troubleshoot, problem-solve, and delight our customers so they stay engaged for years to come. This person will play an instrumental role on our growing support team, with a focus on phone, email, and online chat communications. You will be immersed in a fast-paced environment and will be expected to proactively contribute suggestions to improve customer satisfaction and further the company’s success.

In a typical day, you may….

  • Provide phone, text, and email support to Clients in an effective manner via provided tools
  • Focus on developing customer relationships by providing exceptional support
  • Respond to inquiries from existing clients via phone and email
  • Walk a client through the configuration of their software so they understand the expected behavior and options
  • Collaborate with Customer Success, Sales, and Product Management teams to prioritize work and resolve issues
  • Document and escalate for feature and product enhancement requests
  • Train a new team member on our systems and processes
  • Evaluate our partner support team’s proposed responses
  • Collaborate within the team to promote excellence in customer support, share ideas and knowledge, and contribute to the success of Shiftboard as a global organization
  • Track progress against key team and company goals
  • Manage a queue of support inquiries with a moderate to high level of complexity and diversity
  • Maintain an accurate reflection of conversations and next steps

Qualifications:

  • Bachelor’s degree or equivalent relevant experience
  • Demonstrated success as self-directed learner comfortable operating in a fast-paced environment
  • You may not know the answer initially, however, you are skilled at discovering resources available to you and how or where to find the answers
  • Possess good judgement and mastery at triage; you are a quick study at knowing when (and when not) to deep dive
  • Must have the ability to juggle and prioritize a high volume workload and handle details accurately and in a timely manner under pressure
  • Requires an understanding of basic Internet technologies.
  • Requires a proven ability to work well independently as well as part of a team.
  • Requires strong communication (verbal and written) skills with other team members and clients.
  • Requires an understanding of task management techniques and tolls
  • Requires a natural problem-solving focus with curiosity with technology
  • Requires discipline to keep documentation up to date
  • Experience using CRM systems (such Zendesk, Salesforce), MS Office skills
  • Experience working in a SaaS environment a plus
  • Flexibility to work different shifts, including an early (6a.m. - 3p.m.) or later (9a.m. - 6 p.m.), or combinations established by the Company.

About Us

Shiftboard is a cloud-based scheduling and workforce management solution for organizations with shift-based workforces. Simply put, we automate the complexities of scheduling hourly workers by integrating staff information, scheduling demands, and communication tools into one solution. We help companies around the world overcome the complexities of staff scheduling and people management with our revolutionary scheduling solution.

In our constant pursuit to better serve our customers, all of our team members bring creativity, pragmatism, and intellectual rigor to their responsibilities. We have high expectations of each other and work as a team to continually improve on our industry leading platform. Our growth mindset, coupled with execution, has allowed Shiftboard to create a revolutionary product.

Shiftboard seeks to make every employee feel appreciated. In addition to a competitive salary and benefits package, we offer an employee stock option program, unlimited paid time off, a business casual dress code, and an open communication policy. We are expanding rapidly and the time to get in on the ground floor is now. If you appreciate being challenged to do your best work, making a difference every day through innovation and commitment to customers, and copious amounts of free food, please take the time to send us your resume!

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Enterprise Account Manager - Key Accounts
Location: Seattle, WADepartment: Sales
Type: Full TimeMin. Experience: Experienced

We are searching for an exceptional enterprise sales professional to focus on our largest customers and opportunities. The successful candidate will understand our customers’ business objectives and act as their trusted advisor for using Shiftboard products most effectively. The measurements of success are renewal rates, upsells, cross-sells, customer satisfaction scores, site deployments and referrals. As the primary contact for our customers, you will ensure increased revenue, customer adoption, satisfaction and retention. You’ll use your experience with structured sales techniques that span the entire sales cycle, from identification and qualification of opportunities, to business development and order fulfillment to achieve your sales goals. Please note: this is either an inside role based out of our Seattle, WA headquarters, or remote in the Atlanta, GA metro area. 

Job Responsibilities:

  • Take part in the creation, and drive execution, of a structured strategic account program designed to educate customers about the Shiftboard solutions and increase the number of deployments of Shiftboard products 
  • Participate on new site roll-outs with deployment team
  • Capitalize and build on existing relationships, and collaborate with partners to develop new opportunities including extensions to the existing arrangement 
  • Effectively execute a business plan to maximize revenue and customer satisfaction
  • Establish and grow relationships with key decision-makers and influencers within customer base 
  • Understand and communicate the business value and ROI of products and solutions and effectively demonstrate the product to customers 
  • Engage customer base in dialogue related to infrastructure growth, including their planned and potential needs 
  • Prevent negative customer churn and cancellation with proactive engagement in support and billing-related issues 
  • Leverage Salesforce.com and other tools to track customer engagement and the success of each program 
  • Successfully leverage the resources within Shiftboard; take leadership to determine the strategy and methods to ensure success
  • Partner with Marketing, Product Management, Customer Success, and Training to create strategies and tools designed to support the above 
  • Other duties as assigned 

Qualifications:

  • Bachelor’s degree or equivalent work experience, MBA a plus 
  • Minimum of 4 years of experience in account management with a leading cloud based technology 
  • Prior experience selling in a SaaS environment 
  • Strategic and analytical thinker, able to blend technology vision and business strategy to deepen client relationships, ability to align technology with business objectives 
  • Demonstrated ability to translate partner needs into compelling business solutions 
  • Ability to quickly understand technical concepts and explain them to audiences of varying technical expertise 
  • Ability to build relationships and influence cross functionally 
  • Great storyteller
  • Excellent verbal, written, and presentation skills
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Project Manager Rock Star - Scheduler
Location: Seattle, WADepartment: Customer Success
Type: Full TimeMin. Experience: Experienced

Shiftboard is looking for an experienced Project Manager to successfully drive complex customer implementations and key product initiatives. This is a unique opportunity that will not only deliver on valuable company projects but will serve as a subject matter expert on scheduling for the entire organization.

On a typical day you might….

  • Speak with customers like MLB, Netflix, and the Burning Man festival to develop and refine project and product requirements
  • Participate in sprint planning meetings to prioritize and scope work for a sprint
  • Manage feature and task tradeoff decisions across a customer’s initiative
  • Provide Engineering with decision support and the “voice of the customer”
  • Write a blog post or whitepaper articulating the challenges of a scheduler
  • Administer Customer Advisory Board meetings
  • Support the Sales team on a proposal for a new customer rollout in Europe
  • Review and approve the results of an engineering sprint
  • Partner with Customer Success to brainstorm workflow methodologies and best practices
  • Work with Business Development to evaluate a potential partner
  • Write a Statement of Work defining a feature to be delivered for a customer’s technical specifications
  • Find a clever way to celebrate the team’s success at achieving an important milestone
  • Collaborate with a customer to build a more engaged and happy team
  • Negotiate with a customer to find a compromise in what we can deliver
  • Present to executive leadership regarding a pivotal project status
  • Provide a status report on scope, timeline and project to internal and external stakeholders
  • Propose a new approach to communicating status with customers

You have….

  • A bachelor’s degree
  • At least 5 years in project management, technology / SaaS a plus
  • Experience scheduling shift-based workers
  • The aptitude and appetite to develop an end-to-end understanding of the business. You need to be able to understand the needs of, and influence engineers, marketers, sellers, customer success, and customers.
  • Technical chops. You must be able to influence and motivate talented and brilliant engineers.
  • Indirect leadership skills. Effectiveness in this role requires you to communicate a vision and drive multiple teams toward execution without direct authority.
  • Outstanding written and verbal communication. You are clear, concise, and at times, inspiring.
  • Strong presentation and experience in support of technology sales a plus.
  • Excellent communication, interpersonal, problem solving and relationship skills.
  • Ability to work on multiple tasks and able to prioritize workloads and deliver on deadlines.
  • Ability to develop and deliver creative business solutions for complex problems.
  • Ability to influence individuals from senior to junior levels of the organization to implement change.
  • Excellent project management skills.
  • Exceptional attention to detail and solid business writing skills required.
  • Must be a self-starter with strong organization skills
  • Must be able to work well under the pressure of heavy, time sensitive workload
  • Passion for customers and solving their problems
  • Experience working in finance operations management would be a bonus.

 

 

 

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Senior Android Developer - Full Time
Location: Seattle, WADepartment: Engineering
Type: Contracted to Full TimeMin. Experience: Experienced

Shiftboard is looking for an experienced Android developer who will bring a fresh perspective and lead our Android applications development. This position is full-time in our Seattle office.

You will be working to replace our web view based Android application with a native experience, and then working to enhance and extend our applications to drive our continued growth. As part of our team, you will collaborate with our back-end developers to ensure you have the API methods you need to deliver a quality product to our customers.

Some Technologies of Interest

  • Kotlin, Java, XML for core Android development
  • Robolectric to support unit testing Android-specific code
  • Android Studio, Gradle & GitHub for development and building
  • Bitrise for continuous integration
  • Android API Level 21 for new projects

Our Requirements

  • 3+ years of professional experience developing native Android apps, bonus points if we can download your app from the Play store
  • Solid understanding of the Android SDK, activities, fragments, class loaders & lifecycle methods
  • Strong knowledge of Android ecosystem, UI design principles, interface guidelines, patterns, and best practices
  • Strong API experience
  • Passionate and opinionated about Android development
  • Strong desire to be part of a talented, ambitious team 
  • Independent, self-motivated, and an avid technologist

Shiftboard Engineering Culture

  • We could never give back as much as we've received from the open source community, but we try.
  • We practice iterative development.
  • We hire smart people and empower them to make a difference.
  • We occasionally make mistakes but we learn from them rather than being paralyzed by them.
  • We believe in hammers for nails and screwdrivers for screws. Find the right tool and use it.
  • We learn. Then we cement that knowledge by teaching what we've learned to others.

 

    About Shiftboard

    Shiftboard is a leading SaaS provider of on-demand dynamic workforce management software that includes integrated scheduling, reporting and communications tools. We help a wide range of companies around the world simply and easily streamline the complexities of staff scheduling and people management.

    All of our team members are charged with bringing creativity, logic, and intellectual rigor to their responsibilities in a never-ending quest to serve our customers. We have high expectations of each other and work as a team to build a platform we are all proud of. That mindset, along with our execution, has allowed Shiftboard to create a revolutionary product and grow into the profitable business it is today.

    Employees feel appreciated at Shiftboard and engaged by our fast-paced, rapid career growth opportunities. We offer competitive salary and benefits package, employee stock option program, unlimited paid time off, a casual dress code, and an open communication policy. The resulting atmosphere is professional and productive, yet comfortable and fun.

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    Senior Back-End Software Engineer
    Location: Seattle, WADepartment: Engineering
    Type: Full TimeMin. Experience: Experienced

    Shiftboard is looking for several senior developers to join our team. We love creating and extending back-end systems that support our Software as a Service platform for shift-based workforce scheduling and management, as well as extending our API and building integrations to other systems that extend our capabilities, ranging from IVR platforms to payroll systems to custom volunteer management systems.

    You will be part of a growing team working on enhancing our product by adding new features that will drive our continued growth. You will be providing APIs that will be used by our front-end and mobile developers as well as directly by our customers and integration partners. You will be recommending and implementing the technology to achieve our product goals.

    We are a multi-language shop that strives to use the right tools for the job at hand. We are currently using Perl, Python, and Ruby. As we continue our transition to a service-oriented architecture we are considering the deployment of Go, node.js, Rust, and others to ensure we are using the right tools and best practices available. We are not looking for a jack-of-all-trades to work in every language under the sun, but we're also not looking to consolidate on a single stack and become a ______ shop.

    If you're looking to create scalable, reliable platforms while leveraging your skills and learning new technologies, this is the position for you.

    Requirements

    • 5+ years of professional development experience
    • Mastery of two or more server-side languages
    • Passion for evaluating new tech & determining potential benefits and applications
    • Proficient in SQL as well as NoSQL alternatives
    • Desire to be part of a team and work with other smart engineers
    • Independent, self-motivated, and an avid technologist

    Engineering Culture

    • We could never give back as much as we've received from the open source community, but we try.
    • We practice iterative development.
    • We hire smart people and empower them to make a difference.
    • We occasionally make mistakes but we learn from them rather than being paralyzed by them.
    • We believe in hammers for nails and screwdrivers for screws. Find the right tool and use it.
    • We learn. Then we cement that knowledge by teaching what we've learned to others.

    What We Offer

    • Competitive Salary
    • Ownership Opportunity: Employee Stock Option Program
    • Healthcare: Medical/Dental/Vision Benefits
    • 401(k)
    • Commuter Perks: Puget Sound Transit Pass (Orca)
    • Fast-paced, rapid career growth opportunity

    About Shiftboard

    Shiftboard is a leading SaaS provider of on-demand dynamic workforce management software that includes integrated scheduling, reporting and communications tools. Shiftboard is the solution of choice for organizations large and small that have flexible workforces, work-time requirements, and real-time communication needs. Shiftboard is used by workforce operations ranging from 5 to 50,000 people including those serving healthcare, technology, business, facilities services, logistics and manufacturing, security staffing, contact center, non-profit/volunteer, municipal and education, and large events management.

    Shiftboard is defined by an insistence on providing an exceptional user experience and customer service results. All of our team members are charged with bringing creativity, logic, and intellectual rigor to their responsibilities in a never-ending quest to serve our customers. We have high expectations of each other and work as a team to deliver a quality product. That mindset, along with our execution, has allowed Shiftboard to create a revolutionary product and grow into the successful, growing business it is today.

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}else{ resumatorApplyButton.value = "Apply Now"; resumatorApplyForm.style.display = "none"; } window.jQuery(resumatorApplyButton).trigger("change"); //window.jQuery(resumatorForwardButton).trigger("change"); } function resumatorForwardTogglek6x64keTfN(){ //var resumatorForwardForm = document.getElementById("resumator-forwardform-k6x64keTfN"); //var resumatorForwardFrame = document.getElementById("resumator-forwardframe-k6x64keTfN"); //var resumatorForwardButton = document.getElementById("resumator-forwardbutton-k6x64keTfN"); var resumatorApplyForm = document.getElementById("resumator-applyform-k6x64keTfN"); var resumatorApplyFrame = document.getElementById("resumator-applyframe-k6x64keTfN"); var resumatorApplyButton = document.getElementById("resumator-applybutton-k6x64keTfN"); resumatorApplyForm.style.display = "none"; resumatorApplyButton.value = "Apply Now"; //if( resumatorForwardForm.style.display != "block" ){ // resumatorForwardButton.value = "Cancel"; // resumatorForwardForm.style.display = "block"; // resumatorForwardFrame.src = "https://shiftboard.applytojob.com/apply/embed/forward/k6x64keTfN"; //}else{ // resumatorForwardButton.value = "Forward Position"; // resumatorForwardForm.style.display = "none"; //} window.jQuery(resumatorApplyButton).trigger("change"); //window.jQuery(resumatorForwardButton).trigger("change"); } function resumatorFormatSource(resumatorResultSource){ return encodeURIComponent(resumatorResultSource); } function resumatorApplyToggleXujKhVhxth(){ var resumatorApplyForm = document.getElementById("resumator-applyform-XujKhVhxth"); var resumatorApplyFrame = document.getElementById("resumator-applyframe-XujKhVhxth"); var resumatorApplyButton = document.getElementById("resumator-applybutton-XujKhVhxth"); //var resumatorForwardForm = document.getElementById("resumator-forwardform-XujKhVhxth"); //var resumatorForwardFrame = document.getElementById("resumator-forwardframe-XujKhVhxth"); //var resumatorForwardButton = document.getElementById("resumator-forwardbutton-XujKhVhxth"); //resumatorForwardForm.style.display = "none"; //resumatorForwardButton.value = "Forward Position"; if( resumatorApplyForm.style.display != "block" ){ resumatorApplyButton.value = "Cancel"; resumatorApplyForm.style.display = "block"; resumatorSource = "Our Job Board Widget"; resumatorApplyFrame.src = "https://shiftboard.applytojob.com/apply/embed/form/XujKhVhxth/"+resumatorSource; }else{ resumatorApplyButton.value = "Apply Now"; resumatorApplyForm.style.display = "none"; } window.jQuery(resumatorApplyButton).trigger("change"); //window.jQuery(resumatorForwardButton).trigger("change"); } function resumatorForwardToggleXujKhVhxth(){ //var resumatorForwardForm = document.getElementById("resumator-forwardform-XujKhVhxth"); //var resumatorForwardFrame = document.getElementById("resumator-forwardframe-XujKhVhxth"); //var resumatorForwardButton = document.getElementById("resumator-forwardbutton-XujKhVhxth"); var resumatorApplyForm = document.getElementById("resumator-applyform-XujKhVhxth"); var resumatorApplyFrame = document.getElementById("resumator-applyframe-XujKhVhxth"); var resumatorApplyButton = document.getElementById("resumator-applybutton-XujKhVhxth"); resumatorApplyForm.style.display = "none"; resumatorApplyButton.value = "Apply Now"; //if( resumatorForwardForm.style.display != "block" ){ // resumatorForwardButton.value = "Cancel"; // resumatorForwardForm.style.display = "block"; // resumatorForwardFrame.src = "https://shiftboard.applytojob.com/apply/embed/forward/XujKhVhxth"; //}else{ // resumatorForwardButton.value = "Forward Position"; // resumatorForwardForm.style.display = "none"; //} window.jQuery(resumatorApplyButton).trigger("change"); //window.jQuery(resumatorForwardButton).trigger("change"); } function resumatorFormatSource(resumatorResultSource){ return encodeURIComponent(resumatorResultSource); } function resumatorApplyToggleNfEqwz(){ var resumatorApplyForm = document.getElementById("resumator-applyform-NfEqwz"); var resumatorApplyFrame = document.getElementById("resumator-applyframe-NfEqwz"); var resumatorApplyButton = document.getElementById("resumator-applybutton-NfEqwz"); //var resumatorForwardForm = document.getElementById("resumator-forwardform-NfEqwz"); //var resumatorForwardFrame = document.getElementById("resumator-forwardframe-NfEqwz"); //var resumatorForwardButton = document.getElementById("resumator-forwardbutton-NfEqwz"); //resumatorForwardForm.style.display = "none"; //resumatorForwardButton.value = "Forward Position"; if( resumatorApplyForm.style.display != "block" ){ resumatorApplyButton.value = "Cancel"; resumatorApplyForm.style.display = "block"; resumatorSource = "Our Job Board Widget"; resumatorApplyFrame.src = "https://shiftboard.applytojob.com/apply/embed/form/NfEqwz/"+resumatorSource; }else{ resumatorApplyButton.value = "Apply Now"; resumatorApplyForm.style.display = "none"; } window.jQuery(resumatorApplyButton).trigger("change"); //window.jQuery(resumatorForwardButton).trigger("change"); } function resumatorForwardToggleNfEqwz(){ //var resumatorForwardForm = document.getElementById("resumator-forwardform-NfEqwz"); //var resumatorForwardFrame = document.getElementById("resumator-forwardframe-NfEqwz"); //var resumatorForwardButton = document.getElementById("resumator-forwardbutton-NfEqwz"); var resumatorApplyForm = document.getElementById("resumator-applyform-NfEqwz"); var resumatorApplyFrame = document.getElementById("resumator-applyframe-NfEqwz"); var resumatorApplyButton = document.getElementById("resumator-applybutton-NfEqwz"); resumatorApplyForm.style.display = "none"; resumatorApplyButton.value = "Apply Now"; //if( resumatorForwardForm.style.display != "block" ){ // resumatorForwardButton.value = "Cancel"; // resumatorForwardForm.style.display = "block"; // resumatorForwardFrame.src = "https://shiftboard.applytojob.com/apply/embed/forward/NfEqwz"; //}else{ // resumatorForwardButton.value = "Forward Position"; // resumatorForwardForm.style.display = "none"; //} window.jQuery(resumatorApplyButton).trigger("change"); //window.jQuery(resumatorForwardButton).trigger("change"); } if(typeof window.jQuery === "undefined"){document.write('');}