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[Video] Customer Love Summit - Building a Culture You Love

by Trish Fontanilla, VP of Community & Customer Experience at Vsnap 

When thinking about customer love, you’ve also got to think of employee love. Past the free coffee and unlimited vacation days, how much thought have you spent on the place your team works from each day? In the following video, Vince Pan from Analogue Studio and Robby Bitting from MassChallenge will talk about how design can foster culture, from the sign that hangs in the front lobby down to where you place the kitchen. Vince will show The Grommet, MassChallenge, and Workbar as examples of spaces that use design to empower the people that work there.

Thanks again to Vince and Robby for doing this fireside chat for the 2014 Customer Love Summit

Filed under Vince Pan Robby Bitting Analogue Studio MassChallenge custlove14 Customer Love The Grommet Workbar trish blogs video

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Feature: Email Notifications for Viewed Vsnaps

Hey Vsnappers! 

I wanted to write a quick post on a feature that we released last night. You can now receive email notifications when someone first watches your vsnap! Previously, you had to log into our site to check whether or not someone’s watched a vsnap.

To check it out you log into your account on Vsnap.com, then go to your Account page - https://www.vsnap.com/account/index - you’ll see two options under Email Notification Settings (as pictured above). 

The email notification you receive will show the person’s email, as well as the title of the vsnap you sent them. A link to the report will also be attached so you can see further information on whether or not they marked your vsnap with Helpful/Thoughtful/Amazing, as well as if they downloaded any attachments you may have added. 

This feature is available to all plans (Free > Platinum) and will be one of the last new features we add to our current site. If you haven’t heard, we’ve got a lot of amazing things going on here at Vsnap, including a whole new website and logo that’ll be released this summer! 

Of course if you have any questions, please let me know via vsnap/email: trish@vsnap.com

Happy vsnapping!

Trish Fontanilla
VP of Community & Customer Experience

Filed under Vsnap features vsnap email notifications trish blogs

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The MassChallenge Perk They Don’t Talk About

By Trish Fontanilla, VP of Community & Customer Experience at Vsnap

(Pictured, CEO Dave McLaughlin in our first cube at MassChallenge. Back when we were working with Grails and wore sandwich signs with job postings instead of writing a blog post like this)

This year’s MassChallenge deadline, April 2nd, also marks an important moment for Vsnap: We’re moving into our very own office in downtown Boston! And while I’m incredibly excited about this move, it is bittersweet.

When Vsnap was accepted into the MassChallenge accelerator in 2011, the team was composed of myself, CEO Dave, and our part-time intern Brian. In the early days, I spent a good amount of time by myself while Dave was off in meetings laying down some of the important groundwork for the business. What helped immensely as I was navigating my way through the startup world, was 1) the community of entrepreneurs in the accelerator and 2) the amazing MassChallenge team. When I look back on Vsnap’s time at MC, both in the accelerator and as alumni-in-residence, the absolute highlight for me is the staff. People like…

  • Scott Bailey (Senior Director of Partnerships), whose passion for startups got me revved up even before I formally joined the Vsnap team

  • Erica Rife (former Program Director) and Ayla Walker (Event Manager), who were great resources helping us with the logistics for events (meetups and even two conferences) using the MC accelerator space

  • Robby Bitting (Director of Marketing), who’s helped us find great media opportunities to spread the word about Vsnap

  • Joanna Meiseles (Senior Director of Operations), who helped me, Jacqui from UbiqiHealth, Sarah from Capital Market Exchange, and Tish from GRIT, start the Women in MassChallenge group last year

  • Ryan Walsh (Operations Manager), who was always around to help with logistics and general support

  • Kara Shurmantine (Partnerships Manager), who got us seats on panels and helped us take advantage of sponsorship opportunities

  • Jibran Malek (Social Media Coordinator), who used MassChallenge’s social media channels to share good news, job postings, and funding announcements with the universe

  • Fhiwa Ndou and Cory Bolotsky (Fhiwa is the current Startup Concierge and Cory is the former), who helped us as, both finalists and alumni, in navigating the MassChallenge space

And of course we’ve had amazing support from the MC executive staff. From mentorship to introductions, John Harthorne (CEO), Akhil Nigam (President), and Karl Büttner (Chief Mentorship Officer), have been such great advocates for us. MassChallenge has also hired a whole slew of new team members, and I can’t wait to see what they bring to this already fantastic team.

So yes, MassChallenge boasts $1MM in cash prizes, free office space, $10MM in in-kind support, and more. But being in the trenches alongside these people who are just as passionate about changing the world as we are, has been a true honor. I’ll always consider them an extension of the Vsnap team.

I hope you readers have a chance to get to know these wonderful people, either in the global startup scene or as a MassChallenge finalist. If you’re interested in applying and need a refund code (discount on the application fee), please vsnap your pitch to trish@vsnap.com. Good luck! We’re excited to welcome you to the MassChallenge family.

Filed under masschallenge vsnap startups mcrefunds trish blogs bittersweet moments accelerators

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Vsnap is hiring a Front End Developer!


At Vsnap, we built our product for businesspeople who want to make sure their customers feel loved. Now we’re making our product more awesome and easier to use - and we need an amazing Front End Developer to help us do that!

We are looking for a hard working, motivated, deadline driven individual to develop interactive web sites. Applicants should have multiple years of experience writing custom HTML, CSS, and JavaScript. Expertise writing semantic, modular front end code using HTML5, CSS3, and W3C coding practices a must. Understanding of the concepts of progressive enhancement, responsive design, mobile first and future friendly design highly encouraged. Experience with Sass, LESS framework and HTML5 Boilerplate a plus.

Additional requirements include:

  • Must be local (Greater Boston Area)
  • Familiarity with browser testing and debugging

  • Familiarity with front end javascript frameworks (Flight, Backbone, Angular, etc.)

  • Expertise in performance optimization using tools such as YSlow or PageSpeed

  • Ample experience navigating Photoshop and saving images for the web.

  • Basic understanding of NodeJS a plus

  • Uses of custom written JavaScript

  • Understanding of OOP

  • Contributions to OpenSource projects on GitHub a plus

  • A firm grasp of SEO / SEM best practices

One more thing - and this is critical. We’re building a movement around a simple set of values. If you don’t share these values, you won’t be the right fit. If you do share them, then let’s talk. Take a look at this short video, then send a vsnap to Chris Swenor (chris@vsnap.com), our VP of Product & Technology, telling him which of these values resonates most for you. (There’s no right or wrong answer, by the way). You can also use Vsnap’s “attachment” feature to link to your portfolio or an example of related work.

We’re excited to meet you!

PS - No recruiters, please. 

Filed under vsnap boston jobs developer

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Vsnap is hiring a Customer Success Manager


(Pictured above is our Junior Developer, Ryan McDonald, enjoying his first day pie!)

Your job is to help Vsnappers be more awesome by using our product. To help them look great. This means providing support and sharing learning. It also means some hand-holding and problem-solving. Why? Once a Vsnapper is empowered with best use cases and how to use all the features of the platform, they’ll be more comfortable using the product daily, they’ll send higher quality vsnaps, and they’ll get more awesome results and responses. Because of the large number of responses to this post, we do want to clarify that this position will sit on the customer service side of the house, not sales. 

At Vsnap, we live and breathe a set of six simple beliefs. Seriously, these statements are the foundation for our company. Here they are:

Be human. Smile, breathe, say what you love.

Be a doer. Action is character.

Only help.Never just add noise.

Protect simplicity. And it will protect you.

Make people feel special. People never forget how you make them feel.

Celebrate questions. They are the doorways to discovery.

If those statements speak to you, then you should speak to us! But first, let’s tell you more about the job…

Core Responsibilities

- Provide customer support. Act as a first line of response to customer inquiries online (via email, possibly social) and over the phone.

- Help to onboard premium customers.

- Make sure our FAQs / best practice documents are updated. 

- Work on monthly webinars / blog posts. 

- Help investigate bugs. 

- Document customer stories and collect feedback. 

- And because this is a startup, you’ll probably be asked to do other stuff too, working closely with our VP of Community & Customer Experience.


This is a junior position, and it’s all about attitude and work ethic. You have to be a believer and you have to love the idea of helping us create a movement around those six values. You don’t need to be an engineer but you need to be technically savvy to the point that you can learn how our product works and explain that to customers. Mostly though, this is a culture fit. So if you’re interested, send a vsnap to trish@vsnap.com and tell us what your favorite value is.  


Salary + stock options of course, plus health & dental. Oh and we have an open vacation policy. 

Filed under job postings vsnap boston customer success customer service