Customer Success Data Specialist
KadinceCustomer Success Data Specialist
About Kadince
Kadince (pronounced cadence) is a fully remote (must live in the USA) software company founded in 2013. In a nutshell, we build tools to help compliance and marketing professionals at financial institutions do their jobs more efficiently.
Kadince has been profitable for several years (we’re fans of making more than we spend). We’re bootstrapped, which means we don’t have investors. So our owners answer to no one. And they aren’t just giving us commands from their vacation homes waiting to cash their next check. They’re fellow team members and in the trenches with us.
Why We’re Hiring
After our team members, our customers are our most important focus. As our customer base grows, so does our team. We’re dedicated to giving each customer the best experience possible, which means having enough people to take care of all their needs. We’re growing quickly and so are the needs of our customers. That’s why we’re increasing the size of our Customer team.
Who We Want to Hire
To be the Customer Success Data Specialist, you should have 2–3 years of experience working with data, ideally in the financial services industry. You are a proactive problem-solver and are excited to support Kadince customers through historical data imports, ongoing data updates, Catch URLs, API, and Data Tools training.
You’re a compassionate person with a lot of empathy. Change doesn’t scare you. In fact, change excites you. You’re a self-starter and don’t need every moment of your day to be planned for you. You’re not afraid of feedback or accountability, and you love to learn from your team members.
You have a desire to continually improve your listening and teaching skills. We love giving team members opportunities to improve their skills, whether through online courses, workshops, or learning from others.
Our vision, mission, and core values should resonate with you. That’ll be crucial to your success and happiness if you join the Kadince team.
Our Vision and Mission
Our vision and mission aren’t something we hung on the office wall and forgot about. Seriously, we don’t have an office, let alone a wall to hang them on. But our vision, mission, and core values sit on the desks of each of our team members. And we discuss them regularly in our meetings. Your goals and Key Performance Indicator (KPI) will be developed to ensure you’re working to help us achieve our vision and mission.
Our vision and mission are what get us up each morning. They, in addition to our core values, help us make decisions.
Vision - Setting the standard for operating a great software company.
We’re big fans of author Jim Collins and his best-selling book, Good to Great (bonus points if you’ve read it). While there are lots of good software companies out there, we want to be one of the great ones.
The first word of our vision is also significant. To go “high school English class” on you, the present participle “setting” illustrates that we’re not looking to set the standard and then be done, but that the standard is always moving and we’re always chasing it. We continually stop to recognize the awesome things we’ve done and then look for ways to do them even better.
Mission - Building the best software for compliance and marketing professionals at financial institutions.
As Jim Collins taught in his Hedgehog Concept (told you we think he’s great—pun intended), great companies need to determine what they can be the best at in the world and focus on that. There are so many things we could solve as a software company, but we’ve found what we think we can be the best in the world at and we stick to it every day.
Our Core Values
Our core values remind us who we are. They also guide us in the decisions we make. They’re listed in order of importance. If we have a question when making a decision about people, for example, we look to the core value above it to make our decision.
- Integrity - We’re honest with ourselves and others.
- People - We understand that people are the foundation of Kadince and we act accordingly.
- Care - We love what we do and do it consistently and intentionally to the best of our abilities.
- Remarkability - We provide remarkable experiences to all who come into contact with Kadince.
- Growth - We accept yesterday and improve today.
What a Day in the Life of a Customer Success Data Specialist Looks Like
Some days start with a customer team rally where you go over announcements, discuss any urgent issues, and brainstorm ways to improve our ability to help our customers win. After the rally, you dive into a big customer import—the core of your role.
You complete or oversee 100% of these imports, and this is the main part of your job. You make sure all Usage Projects include clear scope, documentation, and notes in Salesforce before jumping in. The project you’re working on now is for a large bank migrating all its CRA data into Kadince. You’re importing the bank’s investment, loan, and service hour data from the last three years, and it’s exciting to see everything come together.
One of your responsibilities is to keep all data-related resources and articles up-to-date. So you spend some time reviewing older resources and planning new ones. Customers rely on these articles and videos to keep their systems clean, so you make sure everything is explained clearly and instructions are easy to follow.
For lunch, you decide to pack a sandwich and take your dog to the park. He runs around and gets all his energy out so you don’t have to worry about entertaining him for the rest of the day. Or, if you’re more of a cat person, you pat your cat on the head and head out for a quick run.
Back at home, you work on another import project for a small credit union. This institution is only migrating its volunteer hours and donation history, so the import is fairly straightforward.
Once that’s done, you take some time to plan a Customer team training on best data import practices. It’s your turn to present next week, so you build some slides and even come up with a fun little game to play as a team. We love learning from our team members, and you love sharing a bit of your wisdom.
Your last big project of the day is meeting with a new Kadince customer to walk them through the data import you did the other day. They love what they see and are super excited to dive into Kadince and start tracking their data. Now that’s what you love to hear!
You finish up your day by looking at tomorrow and planning around your goals and team meetings. You take one last look at Slack to ensure there’s nothing urgent. Coast is clear! You close your laptop and your office door.
When and Where You’d Work and What You’d Work On
Kadince is a principle-based company, which means we focus on principles, not policies. You’ll work with your leader, Brady Elliott, each week to review your goals/KPI and what you’ve been working on. You’ll meet regularly with the Customer and Development teams to learn, keep projects on track, and ensure that goals/KPIs are being reached.
As a Customer Success Data Specialist, you’ll also work regularly with bank and credit union professionals around the country. While we aren’t super particular about when and where you work, you’ll need to work around the schedules of other team members and our customers to ensure that goals stay on track and nothing falls through the cracks. Overall, your schedule needs to help you achieve our vision and mission and demonstrate our core values. After all, this is a full-time job, and we treat it that way!
At Kadince, work won’t tie you down to one location. You’ll have the flexibility to work remotely and even change locations from time to time. Want to spend a few weeks somewhere new—maybe exploring a different state or another country? That’s totally possible, as long as it’s approved by HR ahead of time to make sure everything’s good from a legal and tax standpoint. Just make sure that wherever you plan to work has a reliable internet connection of at least 10 Mbps download and 1-2 Mbps upload (as if you would go anywhere without it anyway).
Who You’d Be Working With
We have over 50 team members (which makes us really happy since Kadince was started by two people in their basements). If hired, you’ll probably work with each team member in one way or another. Some of the people you’ll work with most frequently are:
Brady is the Director of Customer Success. He’s been with Kadince since 2016 and has really helped take our customer team to the next level. Brady loves to run, especially on the mountain trails behind his house. He’s always pursuing the perfectly manicured lawn (he knows that makes him sound like an old person). Brady’s goal in life is to always grow and improve everything he does. In high school, Brady was known for making wicked Blizzards at Dairy Queen, so he’s the go-to guy for shake pointers.
Holly is the Lead Senior Customer Success Specialist, so she helps train our new CSSs and works with customers to ensure they are taken care of. Holly lives in Minnesota and is a dedicated Vikings and Twins fan. Holly loves fashion and always tries to support local boutiques, but she’s also outdoorsy and sleeps best in a tent when it’s raining. If Holly could do anything, she’d be a detective. Maybe she’d finally figure out who’s been stealing all of Jared’s jokes…(Holly’s coming for you, Brady.)
Dustin is a Customer Success Specialist who loves to spend time outside—as long as it’s warm and sunny. He believes that hard work is the key to success and happiness, and he loves working with our amazing Kadince customers to help make their lives easier. His dog may be sweet, but she’s so picky that Dustin has to hand feed her every day. The hill Dustin will gladly die on is that cookie dough is a food group. And honestly, it makes perfect sense to us.
Benefits
Since we’re a remote company, we don’t offer office snacks and ping pong tables. But if you’re a fan of “core benefits” that bring great rewards and peace of mind, you’ll like what we have to offer. Competitive pay, 401(k) matching, generous paid leave, insurance (medical, dental, vision, life, short-term disability), and a flex spending account. Yeah, it’s pretty great...
And we love to spoil our team. We celebrate big events with you, like birthdays and work anniversaries, so you can expect some pretty fun gifts. We once sent some high-quality lip balm to each team member so we could all play a prank on Scott, our Director of Product. We’re fun like that. And this year we’re giving every team member the last week of the year off (we like to spread holiday cheer).
How to Apply
Applicants who stand out are those who are interested in working for Kadince, not just applying for as many positions as possible or trying to keep unemployment benefits. We’ve seen it all. No kidding, we once had someone ask us in an interview what the name of our company is. Needless to say, we could tell that person wasn’t really passionate about joining our team.
When applying to Kadince, please send us PDFs of your resume and cover letter. The cover letter is your opportunity to tell us why you would be a great fit for the position, but should be no longer than 300 words. Take advantage of this time. Seriously, sell yourself!
Thank you for your interest in Kadince. We look forward to reviewing your application.
This position is open to candidates living in AL, AK, AZ, AR, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, NE, NV, NH, NM, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, VA, WV, WI, and WY.
Kadince, Inc. is an Equal Employment Opportunity Employer.