Customer Success Specialist

Through marketing software and expert services, TOMIS/Yonder generates more direct bookings for your business, makes sense of your marketing and sales data, and streamlines your operations.

Job Title: Customer Success Specialist
Job Category: Full-Time Employee
Headquarters

Location:

Missoula, MT
Work Location: Remote (Preferably on EST)
Salary: Competitive, based on experience

We are looking for a Customer Success Specialist to support and elevate our AI customer engagement platform for tour operators. Our ideal candidate is an organized, self-driven individual with SaaS experience, strong communication skills, and a passion for user success. This person will help customers onboard, manage AI Voice & Chat Bot development, and improve satisfaction across our growing portfolio. They will specialize in supporting our largest customer.

Familiarity with the travel or tourism industry is a bonus, as is a location on the Eastern side of the US. This position works closely with product, sales, and customer success teams and offers immense potential for career growth.

• AI Chat Bot Management
• Manage relationships with our operators and their customers to ensure they are getting the most out of the platform.
• Chat Bot Development and Updates
• Build, test, and update chatbots, making ongoing improvements to maintain high-quality interactions and accurate responses.
• Chat Bot Performance Monitoring
• Regularly monitor AI chatbot conversations for existing customers, identifying opportunities to improve interaction design, accuracy, and overall performance.

• Customer Onboarding and Training
• Lead customers through a structured onboarding process, delivering effective training to ensure they fully understand and can leverage product features.
• Ongoing Customer Support
• Manage customer inquiries and support requests related to product usage and troubleshooting, maintaining clear, timely, and professional communication.
• Documentation and Knowledge Management
• Create and maintain support documentation, including the knowledge base, ensuring resources are accurate, up to date, and useful for customer self-service.
• Process Improvement
• Document and refine customer support and success workflows to improve efficiency and streamline customer interactions.

• Communication
  
  Skills:
  
  Ability to explain technical concepts in a clear, user-friendly way.
• Empathy and Patience:
  Understand customer needs and guide them through new processes with care.
• Problem-Solving:
  Quickly analyze issues and provide effective solutions.
• Responsiveness:
  Timely and clear communication to maintain trust and satisfaction.
• Customer-Centric Mindset:
  Commitment to resolving issues in a way that supports long-term customer success.
• Basic Technical Proficiency:
  Familiarity with chatbot platforms and rule-based or AI-driven logic.
• Iterative Testing:
  Ability to refine chatbot behavior through testing and real-world use.
• Attention to User Intent:
  Designing chatbot flows that align with how customers think and ask questions.
• Collaboration:
  
  Working closely with developers, designers, or product teams to align updates with broader goals.

• Minimum of 2 years of applicable work or academic experience
• Highly organized with attention to detail and the ability to find the right answers quickly
• Platforms the position will require you to use regularly include:
  Google Suite, Hubspot, and multiple LLMs
• Strong understanding of customer business needs
• Excellent spoken and written communication skills
• Comfortable giving technically-detailed presentations
• Previous SaaS experience preferred
  
  Proven problem-solving abilities

• Experience, understanding, and/or passion for the outdoor activity/tourism industry
• Basic knowledge of marketing principles and strategies
• Passion to learn new skills and work/think outside the box

• Standing – 5%
• Walking – 5%
• Bending – Occasionally
• Kneeling – Some
• Lifting – Up to 25 pounds
• Reaching – Regularly
• Telephone Use – Yes
• Computer Use/Manual Dexterity – Yes
• Ability to travel – 15%

This is an extremely exciting time to…