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Customer Success Manager - Remote

Company: HR Pals & Recruiting Pals
Location: Atlanta
Posted on: January 16, 2022

Job Description:

What you will do in this role?

This role will suit an intermediate professional with proven experience SaaS customer success. You will be entrusted with scaling our customer support team to evolve into a customer success function. You will be required to be self-driven and self-managed and adopt new ideas and technologies along the way.

What are some of the responsibilities in this role?

Customer onboarding, training, and support

Firefighting during account escalations

Providing high-quality product support for customers, partnering with them to effectively resolve their issues through email, chat, and phone

Creation of Knowledge base content (articles, gifs, loom videos)

Analyzing key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement

Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices

Analyzing customer data and helping them discover aspects of the product that are most beneficial to them

Carrying out periodic health checks to avoid churn

Leading the knowledge sharing effort derived from the voice of the customer between all departments of our company

Liaising with supporting teams (technical support, professional services, billing, and more) on behalf of our clients

Developing and ensuring continuous in-depth knowledge of the platform

Demonstrating the continuous value of our solutions by successfully renewing annual customers

Communicating thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.

Diagnosing software issues and resolve escalated customer complaints engage using established processes

Providing support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)

Qualifications and experience:

A bachelors degree

SaaS experience

Intercom experience

SMS experience beneficial

Native level English, spoken and written - a must!

A proven track record of retaining and growing client relationships.

Ability to work in hyper-fast paced and changing environment

More about who we are looking for:

We are looking for someone who is:

A thoughtful and excellent at communicating through a variety of channels that require both written and verbal skills

A team player with the ability to manage multiple priorities and work with cross-functional team members at all levels within the business

A creative thinker who is willing to challenge the status-quo professionally

Passionate about--- startups---with a good understanding of the---startup---ecosystem, with strong work ethic and motivation to continuously contribute in a growing and fast-paced environment

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Keywords: HR Pals & Recruiting Pals, Atlanta , Customer Success Manager - Remote, Executive , Atlanta, Georgia

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