We invite a highly organized and motivated Client Relations Associate to be an integral part of the Trayd team. As an early member of the Client Success team, you will get to build meaningful relationships with Trayd customers, identify and triage pain points, and problem solve with the engineering team. In this role, you’ll be responsible for maintaining relationships with our customers during and post-launch and helping them grow using our platform. Today, we are a 12-person team across engineering, product, and sales. This Client Relations role will be pivotal in maintaining our strong customer retention track record.

Trayd operates in-person five days a week in Soho, Manhattan and this role will report directly to the CEO.

What is Trayd?

US Construction is a $1.4T industry ridden with crappy software and manual processes.

Trayd is a construction payroll and back office operating system designed for specialty contractors and their workforce. Trayd has a unique spin on traditional payroll and automates tedious every day tasks, eliminating over 100 hours a month of paper pushing and data reconciliation across siloed platforms.

Trayd has grown 300% year over year with $3M+ of deals in the pipeline. With clear product-market fit, we are scaling the team to actualize the climbing demand. Trayd has raised $4.5M from world class investors like Suffolk Technologies, Bloomberg Beta, and Y Combinator.

Recent press:

Responsibilities

Account Management:

As Client Relations associate, you are the first line of defense with Trayd customers, responsible for answering and triaging customer requests as they occur
Ensure that assigned customers are successfully running payroll each period, driving virtual sessions for a new client’s payroll run until they can do so independently
Conduct monthly check-ins with customers to gather feedback on what is working well for them and what could be working better for them
Assist workers in onboarding to the Trayd app when necessary
Educate clients on best practices for payroll and time-tracking workflows, ensuring they are using the platform optimally to support their operations

Platform Support & Communication

Capture and prioritize any and all areas where customers are experiencing pain points on the platform to help come up with resolutions and ways to make the user experience even better
Partner with the migrations team to streamline the transition between the migration process and running payroll on Trayd
Partner with engineers on identifying user experience issues in the app and creating resources (documentation, video walk throughs) to help users understand how to navigate and use the app

Qualifications

Experience:

1-3 years of experience in client relations and operations, project management, consulting, or a related field, preferably at a technology startup or in a high-growth, fast-paced environment

Skills:

Knowledge of SQL, scripting, or other analytical tools
Excellent written and verbal communication skills for working with customers and team members
Ability to discuss the status of all accounts you are responsible for to team members on a weekly basis
Comfortable working in Excel for assisting clients with reports and data reconciliation
Exceptional organizational skills with a knack for assigning and managing multiple priorities at once
Problem-solving skills
Spanish-speaking [comfortable to fluent]
Willingness to travel on an as-need basis

Attributes:

Quick learner who can synthesize and act on large amounts of information
Detail-oriented with a commitment to accuracy
Proactive and adaptable to changing priorities; thrives in a fast-paced environment.
Team player with a collaborative mindset who can also work independently and autonomously when required

Bonus Qualifications

Spanish-speaking [comfortable to fluent]

Trayd

Client Relations, Associate

About the role