Manager, Customer Success

Job Description

Role Overview:

Our Customer Success Team is focused on meeting the needs of our customers to ensure they are getting the most value out of our products/solutions and services. You’ll be providing basic technical support to customers via email and phone. Logging issues and responding when you can; otherwise escalating more complex issues to the appropriate team/person. Come join our team and provide awesome service that contributes to our customer’s success!

• Engaging with clients verbally and in writing to answer questions or solve problems they are having with our platform.
• Loading client issues in our tracking system.
• Solving client issues
• Managing customer relationships, beginning from onboarding, through account management to renewal.
• Contributing to the success of our clients by helping them get the most out of our platform through everyday account management
• Work local, national and international marketing events
• Build relationships to provide repeat business and excellent customer service
• Recognize future sales opportunities, including expansion
• Act proactively to create opportunities for new business with existing customers
• Manage multiple relationships well
• Build rapport with customers and prospects

Qualifications

• The ideal candidate will have:
• Minimum 3 years of proven success in customer service for a professional organization
• Have a friendly and professional telephone manner
• Excellent leadership and motivational skills
• Display an outstanding ability to listen well
• Advanced skills in Powerpoint, Word, Outlook and Excel.
• Proficient in functions of social media platforms such as Twitter, Facebook and LinkedIn.
• Work well in a team environment
• Effectively express ideas verbally and in writing
• Independently take action beyond what is called for
• Demonstrate a positive attitude
• Passion for helping customers get what they need
• Quick learner with technical acumen

Preferred Qualifications

• Workforce training/learning knowledge and/or experience
• SaaS knowledge and/or experience
• Other software experience