We’re Hiring – Customer Success Manager!

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Job brief

We are looking for a customer-oriented all rounder who is computer savvy.

What does a Customer Success Manager do?

Here at Authentic we are a small passionate team focused on providing mobile applications and digital storage solutions to the GLAM (Galleries, Libraries, Archives, Museums) sector all over the world. Our customers range from small historical societies to large museums including the City of Jerusalem, Museum Victoria, and Heritage New Zealand. So if you love the sector or just travel itself, you will find yourself among like minded folks.

From our bootstrapped beginnings, we have entered an exciting new growth phase. So we expect you to jump in and be ready to get stuff done. Your Auckland Central based role will have opportunity to evolve as we grow.

A Customer Success Manager at Authentic will be the first contact for our customers. The role provides product and services information and focuses on resolving any emerging problems that our customers  might face with accuracy and efficiency. Successful Customer Success Managers are confident with troubleshooting and will investigate if they don’t have enough information to resolve customer complaints. Ultimately the Customer Success Manager is about providing exceptional experiences for anyone interacting with our technology.

We have clear expectations around ensuring excellent service standards. We work together on closing deals by publishing new applications and we have goals that support maintaining minimal client churn.

Responsibilities

  • Manage pre-sales support for customers by responding promptly to incoming customer inquiries via chat and emails
  • Identify and assess customers’ needs to achieve satisfaction
  • Escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Manage the Authentic KnowledgeBase, writing relevant articles, which allow customers to solve their own questions
  • Build and upload apps to the iTunes and Google Play stores using iTerm, Xcode Application Loader. Don’t worry, if you don’t know how to do this we’ll show you, we’ve automated most of it!
  • Resolve any issues for problems with uploading process.
  • Exceed customer expectations and build quality relationships by proactively contacting them to ensure their app is live and they have everything they need
  • Show high levels of initiative and be proactive in solving issues for customers before they know there’s a problem
  • Manage projects where My Tours is creating apps for clients

Requirements

  • Excellent problem-solving and communication skills
  • Customer orientation and ability to adapt/respond to different types of personalities
  • Ability to multi-task, prioritize, and manage time effectively
  • Good understanding of computer systems and mobile devices
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to provide step-by-step help, both written and verbal
  • Independent – Can take a new tool, learn it and suggest ways we can improve our processes

Benefits

On top of offering competitive salaries here at Authentic we are focused on providing an environment where you feel comfortable and are able to do your best work. This means being able to wear what you want and working in one of the friendliest sectors around.

We will be moving to a brand new central city office next month, so you will be right next door to supermarkets, cafes and public transport. Best of all the office will be set up with brand new furnishings, have the latest technology and a courtyard to catch some rays when you need a break from your screen.

If you’re interested in chatting some more about this opportunity we’d love to hear from you. Go ahead and email hello@getauthentic.io, tell us why you think you’d be a great fit for the role and attach your CV.

Geofencing and Auto-Play

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With the release of our new tour builder we have unlocked a couple of features that have been lurking in the background for a couple of months. When combined they offer a powerful new way for your users to experience tours. The two new features are get-fencing and auto-play.

Geo-fencing

Geo-fencing has been available on iOS for a while and has now launched on Android. As the user approaches a tour stop, an alert is sent to your device as the geo-fence is activated. This location based alert lets the user know what stop they have reached and tapping on it will take them directly to the stop info. Even better, with the new tour builder you can determine the radius of your geo-fence! Be it 100 meters, for walking tours, or 1000 meters, for driving tours. The choice is yours.

To customise the geo-fences simply tap on the stop pin in the map edit screen. You will be able to set the latitude and longitude of the geo-fence (if different from the stop) and the radius.

IMG_3834

Audio Plays Automatically

Building on the geo-fence alerts, users can now set any audio content to play automatically. Very handy if you have your hands full with other things whilst on a tour – such as a steering wheel or even the handle bars of a bike. Users can easily turn this feature on and off depending on their preferences and best of all the feature works even when the app is running in the background.

WalkAuck_Auto Play Audio

 

Interested in adding geo-fence alerts to your app? Give us an email at support@mytoursapp.com and we’ll be happy to help. It’s a free upgrade for existing users

Getting your vineyard on the map

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We recently completed a project for Yealands Estate in Marlborough which posed a couple of interesting challlenges that we wanted to share with you. The app had to be available in 6 languages and the existing maps of the area were not that great.

Mapping

Many platforms use Google Maps for their mapping which is OK if you’ve got well mapped areas and you want a more ‘street map’ based look for your app. At My Tours we use maps based on Open Street Map which allows you to add you own data to the map. Consider this Google Map of the area:

 

By editing the Open Street Map version of the map we were able to add a lot more data to the map. We could add everything from buildings to vineyards and picnic tables:

 

And the result in the app? The default rendering of the Open Street Map using Mapbox is looking pretty good:

There are a few more things we can do given time and budget. For example we could create a completely unique style to match any corporate branding or we could import any special layers and style these in a particular way to highlight certain features. Get in touch if you would like any custom map work done on your app.

Translations

The app also needed to be available in six languages and be released in under 3 weeks. We were supplied the content in English and used our translators to turn around the translations in under a week. The result? An app released on time, in six languages.

You can see the results on iOS and Android.