New Hampshire Customer Success Representative

New Hampshire Customer Success RepresentativeA BIT ABOUT US

Elections are the foundation of democracy, and democracy depends on elections that are broadly trusted. VotingWorks is a non-partisan, non-profit organization that is building the technology to power elections everyone can trust.

We use open-source software, modern product engineering, and advanced security to build:

• Auditing technology that increases trust in legacy voting systems
• Modern voting systems that are much more broadly trusted.

Our auditing system is used by 9 states, including Georgia, Michigan, Pennsylvania, Rhode Island, Virginia, Texas, Nevada, and Washington. Our voting system is deployed in 2 states, Mississippi and New Hampshire. Most notably, we are the first new voting system in New Hampshire in more than 30 years.

THE ROLE

The Customer Success Representative will work under the Head of Customer Success to ensure the success of all VotingWorks customers with a special focus on New Hampshire customers by maintaining customer support systems, providing remote and in-person technical support, conducting training, and providing product feedback to the hardware and software teams. If you consider yourself a solution-driven or process person with strong election administration experience, with a knack for teaching, troubleshooting, and supporting election officials, this position is for you.

The ideal candidate will have a strong election administration and technical background and an interest in supporting election officials. They will be able to build trust with customers.

To succeed in this role you’re ready to wear multiple hats. Work will shift between project management, responding to general customer inquiries, and peak election support, both remotely and in-person. You know how to roll up your sleeves and get things done - whether it’s a job responsibility you were expecting or an emergency that suddenly materializes from a customer call or email. You are extremely organized and detail-oriented, and troubleshooting technical problems comes naturally to you. You can work autonomously with little direction and a fair amount of ambiguity but also know when to ask for help or clarification. Communication will be key both internally and externally, verbal and written. You’ll be the face of VotingWorks in the state of New Hampshire. 

To begin, your responsibilities will include:

• Setup new customer accounts
• Coordinate delivery, implementation, testing, and election day support
• Coordinate ballot programming and ordering
• Assist with NH specific documentation needs 
• Coordinate regular communications to customers
• Conduct training
• Provide day to day support to NH towns and cities
• Coordinate election day support, including recruiting contract support as needed
• Liaise with SOS staff
• Stay up to date with NH election law and rule
• Collect and provide feedback from customers
• Coordinate software upgrades and preventative maintenance
• Coordinate warranty work
• Network with clerks and moderators to build our brand and find potential sales leads
• Attend NH Clerk and Moderator conferences and meetings
• Assist with broader customer success projects and support as needed

You may not have done this exact job before - in fact, you probably have not done this exact job before, but your experience shows a track record of picking up challenging projects in election administration and being a leader in problem-solving and solution-sharing. In addition, you have a strong background in not only supporting election administrators but empathizing with their needs and teaching solutions. 

WE’RE MOSTLY DISTRIBUTED

We’re a mostly distributed organization, with team members working from home in nine different states. For many of our roles, you can live anywhere you want. For some of our roles, we need you in specific geographies. If there’s a geographical requirement, it’s never “just to be in the same room as the rest of the team,” it’s for very clear reasons like customer need or working on physical hardware together. 

This position must be located in the state of New Hampshire. Travel around New Hampshire and occasionally to other customer locations or conferences will be required.

We offer a flexible work schedule and we're on board with schedule flexibility: many team members have kids, pets, family members they care for, extensive hobbies, and other personal commitments that don’t always conform to a 9-5 schedule. We get that, and we think we’re a better organization if we adapt to that. We work hard, we just don’t work hard on a strict schedule. With flexibility comes responsibility: you should be comfortable with significant autonomous work.

COMPENSATION

We’re a non-profit, so we compensate in cash and benefits exclusively. We won’t pay you as much as a big for-profit, but we’ll still pay you a very fair salary and competitive benefits. Compensation is commensurate with your skills and experience.

This position is compensated at $56,000 - $80,000, depending on the candidate’s location within New Hampshire. We adjust compensation depending on the cost of living for an employee's location.

WE’RE BUILDING A DIVERSE TEAM

We never discriminate on the basis of sex, gender, sexual orientation, gender identity, race, ethnicity, background, ability/disability or really anything that isn’t about your skills.

We strive to go beyond that: we want to build a diverse organization that truly represents the people of the United States of America. We especially want to encourage women and members of under-represented groups to apply. You’ll always be judged on your skills and contributions, and we know that a more diverse team in all dimensions is a better team.
This position will be posted until November 30, 2024 with an intended start date of January 6, 2025.