Quality Assurance:
• Establish quality control procedures and standards for products or services
• Conduct audits and monitor performance metrics, such as defect rates, to identify trends and areas for improvement
• Collaborate with engineering, product, and support teams to resolve issues and improve processes
• Implement corrective and preventative action plans for non-conformance
Customer Onboarding & Training
• Lead onboarding sessions for new customers (virtual or on-site)
• Develop user guides, tutorials, and documentation
• Setting up customer accounts
• Deliver hands-on product training, including demo sessions
• Troubleshooting with customer using the products and related tools such as AR/VR
• Collect customer feedback to improve training content and delivery
• Ensure that internal training for support and success teams is comprehensive and up-to-date
• Work with customers to Train the Trainer
Support & Success
• Develop strategies to maximize product adoption and customer engagement
• Track key performance indicators (KPIs) related to customer success, such as product usage and satisfaction scores
• Enter, monitor, and close customer support tickets in a timely manner
• Serve as the primary point of contact for troubleshooting and issue escalation
• Collaborate with PM/Customer Success Lead to ensure seamless customer experience
• Ensure that the overall support strategy drives customer retention
• Communicate with senior management and key stakeholders on goals, initiatives, and overall performance
Travel, Demos & Filming
• Travel up to 25% for customer onboarding, training workshops, and product demos
• Support video recording/filming of training content for user-facing modules
• Review video and photographs for suitability of use within the training tool.
• Represent Volanno products at trade shows, customer sites, and demonstrations
Qualifications
• Bachelor’s degree in Business, Engineering, Computer Science, or related field or equivalent experience
• 3+ years of experience in support and customer training, ideally in software product development
• Interest in AR/VR and photography
• Interest in our target markets of transportation, oil & gas, and 911
• Nice to have: Experience with Scaled Agile Framework (SAFe) or Agile Methodologies
• Strong background in customer success or client-facing program management
• Exceptional organizational, communication, and facilitation skills
• Ability to manage competing priorities across multiple stakeholders
• Experience tools like Jira and Confluence
• Willingness to travel up to 25%
Volanno relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $65,000-$75,000. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Volanno’s total compensation package for employees.
Company Profile
Volanno is a certified woman-owned small business based in Washington, DC. As an IT solution provider, our services include custom software development, program management, and advanced data analytics. From scoping and defining to implementation and support, we are ready to support our clients’ needs at any stage of development in designing and building solutions that prepare them for the future.
Volanno is an equal opportunity employer. Volanno will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status.
