Customer Success Manager

4 сентября 2019    34
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  • We're consultants: here to help analyze our customers' problems and assist them in adopting strategies to solve for those issues.
  • Work tirelessly to resolve customer issues with effective problem-solving skills.
  • Meet and strive to exceed monthly expansion and churn goals.
  • Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
  • Work closely with your peers to identify opportunities to improve customer experience and our process.
  • Monitor and escalate incoming support cases submitted by customers of all tiers 
  • Efficiently troubleshoot customer issues and consistently report bugs to the Product team
  • Product Feedback: Effectively manage open cases and bug report follow up to ensure customers are not forgotten 
  • Assist in the initial configuration of the product and accelerate the implementation process 
  • Be a world-class expert in using Dozuki and best practices 
  • Conduct on-demand training sessions for qualifying customers 
  • Product Adoption: Routinely share help documentation and other training materials to drive product adoption 
  • Identify and track leading indicators of churn, renewal/expansion, and satisfaction for each customer 
  • Monitor automated outreach efforts and customize scheduled tasks and plays as needed to stay proactive with customer engagement  
  • Detect early signals of at-risk accounts and renewals and ensure appropriate outreach is in place to prevent churn 
  • Routinely share customer feedback through the appropriate channels for continuous product improvement and feature development 
What you need:
  • A minimum of 3 years in a customer-facing role (Customer Service, Account Management, Sales, etc.) 
  • A self-starter who has great communication skills and can work independently, but thrives in a team atmosphere
  • Positive attitude
  • Eagerness to learn and improve your skill set
  • Strong emotional intelligence with empathy and understanding 
  • Good understanding of project management 
  • Proactive work ethic with a willingness to improve on processes 
  • Passion for problem-solving and helping people 
  • Takes a high degree of ownership over work 
  • Clear communicator with a professional presence 
  • Strong listening skills; open to input from other team members and departments 
  • Ability to lead through influence 
Bonus Points:
  • Experience in Lean Manufacturing principles.
  • Experience working LMS, documentation tools and other training systems. 

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