About Auror
At Auror, we’re empowering the retail industry to reduce theft and Organized Retail Crime, a $150 billion problem globally. It’s high volume crime that’s increasingly organized in nature and is putting people, retailers, and communities at risk every day.
Founded in New Zealand, we’re working with some of the best and largest retailers in the world across Australasia, North America, and the UK.
Auror connects people with intelligence to reduce crime. As a company, we’ve built a high-performing, positive culture with a focus on providing an inclusive environment for a diverse team. If you’re excited about reducing crime and building safer communities, for everyone, then we want you on our team.
The Role
We are looking for a Customer Success Associate to support our retail and police community across the US. Your primary responsibility is to ensure our users are supported and set up for success, resulting in great experiences and real crime reduction. Through a combination of support and success activities, you will be the first point of contact for our user community and will work closely with the customer success team to ensure our customers see success.
This role is Denver based. At Auror, we value co-location and have a hybrid flexible working model; the Auror office is located in the heart of downtown Denver where the majority of the team spend 3 days in the office and 2 days remotely.
This role reports to Rachelle Cockrel, Director Customer Success - North America
I've had the privilege of working in customer-facing and leadership roles across various industries throughout my career. Before Auror, I built and scaled a customer success team. I joined Auror because of its impactful mission, deliberate culture, and exceptional team members-a rare and lucky find! At Auror, we get to solve a meaningful problem for our customers that makes a difference in the world, and that gets me excited to come to work every day. As someone who thrives on mentoring others and providing best-in-class customer support, I'm excited about the opportunity to add new team members who share our values, drive, and mission to make communities safer.
I love spending quality time with my husband and son. I also enjoy being active (walks, hiking, yoga), trying new restaurants, reading, writing, and arts and crafts. You can check out my LinkedIn here.
There are two parts to the role:
Support - Providing a great customer experience to our user community
- Responding to customer, organized retail crime organizations, and police questions through in-app chat, email, and phone
- Maintaining the Auror platform by keeping profiles, comments, and data up to date
- Partnering with our Engineering team to ensure our customers can access our platform by troubleshooting technical issues
- Owning the end-to-end process for key areas that keep the business running and our customers seeing success, for example, supporting users with platform usage and best practices
Success - Driving customer outcomes by thinking strategically and proactively
- Keeping our Help Center, chat bots, and responses up to date with the latest product releases
- Creating materials that help the end user on the platform like Best Practice Guides, new Help Center articles, and customer “everboarding” training materials
- Reviewing customer usage in the platform, understanding how they are utilising the platform, surfacing wins & outcomes, then effectively communicating this back to the customer and team
- Identifying and surfacing Auror Champions to the Auror customer success and sales team through your day to day interactions, encouraging them to drive usage in their store and region
- Contributing to the mutual success of customers and Auror by identifying areas of improvement or opportunity and sharing that with the Retail Partnership Manager and Customer Success Team
- Supporting the customer success team with training, user set up, and general team support
About you
- Previous experience in a customer-facing role
- Have good problem-solving skills with a natural affinity with technology and people. You enjoy tackling challenges and coming up with structured and strategic solutions
- You enjoy critically thinking about a technical challenge to solve and lean into these opportunities
- Excellent active listening and communication skills - whether it be in person, on the phone, on instant messaging apps, video calls, email, or when writing guides for internal or external people
- A team player who flourishes in a fast-paced, highly collaborative environment
- This role may require up to 10% travel to meet and collaborate with our customers
- We are looking for people who demonstrate a strong alignment to our Guiding Principles (you can find these on our Careers page).
With diversity and inclusion at the forefront of Auror’s guiding principles, we promote a culture that celebrates diversity and inclusiveness at Auror, regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
