Technical Customer Success Associate

What is Trayd?

Trayd is a construction payroll platform and back office management system designed for same-day pay. We allow the 7M construction workers in the US to get access to their earned wages 7-10 days sooner than legacy payroll providers. With a unique spin on traditional payroll, Trayd is on a mission to create back office efficiencies for commercial subcontractors while simultaneously addressing the significant labor shortage affecting the $2.1TR North American construction industry. Trayd is based in New York and backed by Bloomberg Beta and Y Combinator.

The problem we're solving

As a B2B2C company, we are solving two major problems. Our dual-focus addresses both subcontractors and their workers. For subcontractors, we streamline back office tasks and incentivize the workforce to reduce turnover. For workers, we provide timely payment options, creating financial opportunity through access and control.

About the role

We invite an ambitious customer success associate to be an integral part of the Trayd team. We are currently a 6 person team across tech, product, and sales, so you'll be pivotal in keeping our customers happy and successful. As the Trayd team grows, you will play a key role in expanding the customer success department.

Responsibilities include:

• Strategic Product Consultation: Offer personalized product guidance to clients, ensuring they leverage our platform to its fullest potential, thereby enhancing their operational effectiveness.
• Mastery of Trayd’s Offerings: Become an expert in our extensive range of products and services. Utilize this expertise to efficiently resolve customer issues, bridge product functionality gaps, and contribute to the continuous enhancement of our offerings.
• Customer Advocacy and Insight: Serve as the dedicated liaison for our clients and represent the voice of the customer within the company. Your insights will be pivotal in refining our sales strategy, informing our product development roadmap, and helping to shape Trayd to be the product of our customers’ dreams.
• Leadership in Customer Onboarding: Assume responsibility for the customer onboarding process, from facilitating trial setups to ensuring a seamless migration onto our platform. This role will be pivotal in shaping the customer's first impressions and long-term value with the platform.
• Proactive Customer Engagement: Initiate meaningful interactions with clients through well-timed outbound communication, including calls and emails. These engagements could range from critical early interactions within the first 90 days, to continuous education on features they might not know about.
• Foundational Development for Customer Success: Spearhead the creation of tools and systems essential for scaling the Customer Success team. This is a brand new team and you will have direct responsibility in building the foundation for the team and driving its success.

Why you should join Trayd

Trayd is bigger than construction payroll. It's the promise that the hardest working people get access to their money, how and when they need it, creating greater financial wellness across the board. Not only that, we are pioneering digital cash access for a demographic traditionally overlooked while simultaneously modernizing operations in an industry that has been slow to adapt. The challenges and opportunities with Trayd are abundant, promising an engaging journey ahead.

Our organization is ripe for growth. The co-founders have been best friends since childhood, and we treat everyone we work with as part of our family. We value individuals who are proactive, big thinkers, and are driven towards building the future they want to see.

What we're looking for

• 2-4 years experience, with at least 1 role that directly interact with clients. Prior experience in similar positions will be considered a significant advantage.
• Basic technical proficiency, particularly in script execution, troubleshooting via developer tools, and basic database management and SQL skills, allowing for streamlined operational efficiency
• A natural relationship builder who excels at navigating challenges with both our team and our customers, fostering strong, productive relationships.
• An analytical and organized thinker with exceptional writing, presenting, and execution skills. You should excel in environments that require cross-functional teamwork and shine in collaborative settings.
• A dynamic and innovative problem solver, brimming with creativity and enthusiasm for tackling challenges head-on.
• A proven success record in pitching and implementing complex solutions for large-scale clients, ensuring these solutions are not just adopted but also effectively deployed.

Bonus

• 2+ years of experience in a similar role (solutions consultant, sales engineering, developer advocate/support) and a broad technical background across different industries
• Experience tinkering or developing in Typescript and Node
• Comfortable speaking Spanish