Job Description

A company with the vision to simplify and streamline the work of Managed Service Providers and IT professionals is looking for a Customer Success Manager. The company was built to create one comprehensive solution for next-level IT professionals.

The company's customer success team has its finger on the pulse of the company's customers. They pride themselves on providing top notch service while maintaining a low touch, no touch model. The Customer Success Manager (CSM) is the eyes and ears for the entire team. Your goal is to get hands-on and learn about customers’ needs and business workflow to ultimately cultivate long-term relationships and customer advocates. As part of the CSM team, you’ll be responsible for collecting feedback from churned customers, aggregating the data, and presenting actionable insights with the Product and R&D teams. In addition, you’ll be responsible for troubleshooting basic problems related to the accounts, such as billing, collection and technical inquiries.

Responsibilities:

• Collect churn data from customers
• Aggregate churn data on monthly, quarterly and yearly basis to present clear status updates
• Handling basic billing, collection and technical problems
• Analyze key account statistics and performance metrics to identify pain points
• Proactively identify opportunities and optimization points for company’s clients
• Demonstrate company’s value to customers to ensure customer retentions
• Lead the knowledge sharing effort derived from the Voice of Customer (VOC)

Requirements:

• Native English Speaker - MUST!
• 2+ years of experience in a technical role (e.g CSM/ support representative/ Account Management/ Project Management)
• Flexibility to work US hours, Monday-Friday
• Ability to understand complex technology and explain it simply
• Strong quantitative and analytical skills; ability to identify data trends
• Committed to customer satisfaction with a passion for customer success
• Ability to work in a fast-paced dynamic environment
• Superior organization and prioritization skills, with strong attention to detail
• Self-motivated, detail-oriented with strong communication and interpersonal skills
• Problem-solver, resourceful and independent
• Ability to meet KPIs and targets

Preferred qualifications

• Familiarity with Salesforce
• Familiarity with ChurnZero
• Solid understanding of IT infrastructures (Networks and Operating Systems)
• Solid understanding of customer lifecycle stages