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customer success manager jobs
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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