Manager, Customer Success

Role Overview

Our Customer Success Team focuses on meeting the needs of our customers to ensure they get the most value out of our products, solutions, and services. You’ll provide basic technical support via email and phone, log issues, respond when possible, and otherwise elevate more complex problems to the appropriate team or individual. Join us and contribute to our customers’ success.

• Engage with clients verbally and in writing to answer questions or solve problems with our platform.
• Log client issues in our tracking system.
• Resolve client issues.
• Manage customer relationships from onboarding through account management to renewal.
• Help clients get the most from our platform through everyday account management.
• Participate in local, national, and international marketing events.
• Build relationships that foster 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 effectively.
• Build rapport with customers and prospects.

• Minimum 3 years of proven success in customer service for a professional organization.
• Friendly and professional telephone manner.
• Excellent leadership and motivational skills.
• Outstanding listening ability.
• Advanced skills in PowerPoint, Word, Outlook, and Excel.
• Proficiency in social media platforms such as Twitter, Facebook, and Linked In.
• Works well in a team environment.
• Effectively expresses ideas verbally and in writing.
• Independently takes action beyond what is called for.
• Demonstrates a positive attitude.
• Passion for helping customers get what they need.
• Quick learner with technical acumen.

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

All employees are required to be vaccinated.