Homeoffice Customer Success Team Manager
Dice · United States Of America, United States Of America · Remote
About the job
We are a fast-growing tech startup revolutionizing the MSP industry with our innovative Robotic Process Automation platform. Our cutting-edge integrations are disrupting traditional paradigms and transforming the way IT Service Providers operate . We are passionate about empowering our customers to achieve success through connected technology. As we continue to expand, we are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Team Manager.
Position Overview - Customer Success Team Manager
As a Customer Success Team Manager, you will play a vital role in driving customer satisfaction and ensuring the success and retention of our clients. You will be responsible for managing the day-to-day activities of a geographical ly distributed Customer Success team , building strong relationships with customers, understanding their needs, and proactively supporting them throughout their journey with our product. This role reports to the VP of Customer Success and involves a balance of customer support (60%) and team management (40%).
Location - Remote ( US Based )
Responsibilities
- Customer Success (60%)
- Develop and maintain strong relationships with a portfolio of assigned customers, serving as the primary point of contact for their success-related needs by u nderst a nd ing customer goals, objectives , and desired outcomes to align with our products and services, ensuring maximum value realization.
- Actively engage with customers through regular communication, including onboarding, check-ins, and business reviews, to understand their challenges , provide solutions , and maximize client retention .
- Serve as a customer advocate within the company, working closely with cross-functional teams (sales, product, and support) to resolve customer issues and address their needs effectively.
- Identify expansion opportunities within the customer base by understanding their business requirements and promoting relevant product offerings.
- Monitor customer health metrics, usage patterns, and customer feedback to proactively identify areas for improvement and address any potential risks or concerns.
- Provide product training and support to customers, ensuring they have the knowledge and resources to fully utilize our solutions.
- Stay up to date with industry trends, best practices, and new product features to effectively consult and educate customers on maximizing their ROI.
- Team Management (40%)
- O versee and support a team of assigned Customer Success team members , ensuring they have the necessary tools, knowledge, and guidance to succeed. Team members may be in different time zones and managerial tasks should reasonably accommodate the employee's working hours.
- Establish and monitor key performance indicators (KPIs) related to customer success. Make recommendations and report findings to company leadership in a timely manner .
- Conduct regular team meetings and one-on-one sessions to provide feedback, set goals, and discuss professional development.
- Assist with the recruitment, onboarding, and training of new team members.
- Foster a collaborative and positive team environment, encouraging knowledge sharing and continuous improvement.
- Collaborate with colleagues to develop and implement customer success strategies, processes, and resources.
- Analyze team performance metrics and customer feedback to identify areas for improvement and implement corrective actions.
- Manage mediation between businesses and assist with product development based on customer feedback.
- Host product demonstrations and provide support for complex customer inquiries and escalations.
- Be available for meetings with escalated customers. These meetings could occur outside of normal business hours depending on customer location.
- Bachelor's degree in business administration, computer science, or a related field. Relevant work experience will also be considered.
- Proven experience in a customer-facing role, such as customer success, account management, or consulting, preferably within a technology or SaaS company.
- Experience in a leadership or managerial role, overseeing a team.
- Excellent interpersonal and communication skills, with the ability to build rapport and trust with diverse customer stakeholders.
- Strong problem-solving and critical-thinking abilities, with the capacity to analyze complex situations and provide creative solutions.
- Results-oriented mindset with a focus on driving customer satisfaction and achieving business goals.
- Technical aptitude and the ability to quickly learn and understand complex software applications.
- Self-motivated and proactive, with the ability to work independently and as part of a team in a fast-paced, startup environment.
- Strong organizational and project management skills, with the ability to prioritize and manage multiple customer accounts and team responsibilities simultaneously.
- Familiarity with customer success platforms, CRM systems, and other relevant tools is a plus.
- A passion for technology and a desire to stay abreast of industry trends and advancements.