Remote Technical Customer Support Manager

Leverage is transforming the largest industry on the planet by providing global supply chains with the critical answer to the question, "Where's my stuff?" Founded by serial entrepreneurs with a track record of success and backed by world-class investors, we are on a mission to revolutionize the industry and looking for others to join us.

We are seeking a Customer Success Manager to play a pivotal role in supporting our growing customer base through quick-action problem solving and instilling product knowledge to our users. This person will be responsible for both client-facing interactions and internal stakeholder management, making sure that all parties are aligned and engaged in achieving optimal utilization of the product and minimizing any issues our users may encounter.

Key Metric: Customer Issue Response Times + MoM Request Trends (goal is to decrease)

Product Training-specific:

• Capable of designing and managing robust and easy-to-access training materials
• Create training and knowledge resource templates that can easily be customized for individual customers
• Identify trends in common issues, requests, tickets to be able to clearly report on them as well as determine/create resources or provide feedback on product improvements to resolve common issues
• Maintain, organize, and generate internal and external training documentation
  
  

Customer Success-specific:

• Keep users regularly informed of new features and enhancements that could solace their problems
• Be first line of "defense" and response by quickly and effectively handling inbound questions or requests from users
• Create and manage a classification system of issues for reporting and visibility
• Manage customer response times and SLAs
  
  

What will make you stand out:

• Hardcore, maniacal, ownership-driven, truth seeking, biased to action, breaks the walls types of individual
• Previous experience seeing a start up through a phase of monumental growth
• Prior experience in a customer success, account management or customer support role
• Prior experience in the supply chain industry
• Knowledge of SQL
• Prior experience supporting technical integrations
  
  

What you'll do:

• Lead the overall effort to create and implement ways to improve understanding of the Leverage product and workflows
• Act as the primary point of contact for user issues, understanding their needs and specific configurations, and effectively communicating solutions through training opportunities or knowledge resources
• Work with clients and internal teams to define product and feature enhancements and common issues that can be solved with technology
• Be the subject matter expert on all things Leverage – what the product does and can do, how users use and interact with the tool and the workflows, and be able to articulate best practices based on unique scenarios
• Implement product training processes to guarantee that the final deliverables meet client expectations.
• Maintain highly detailed training documentation, including customer help center, Leverage support bot, and any other ways we can effectively communicate important information to users
• Continuously user feedback, identifying areas for improvement and implementing best practices.
  
  

What you'll need:

• Bachelor's degree in Business, Computer Science, Software Engineering, or a related field.
• A minimum of 4 years of work experience, with at least 3 years in customer success, product training, or account management, with a proven track record of successfully delivering complex projects.
• A proven history of introducing innovative solutions and strategies to enhance project outcomes.
• Strong client-facing experience with the ability to build and maintain relationships, understand client needs, and ensure client satisfaction.
• Exceptional skills in managing internal stakeholders, facilitating communication, and driving collaboration across teams.
• Highly organized and detail-oriented, with the ability to manage multiple projects simultaneously.
• Excellent problem-solving and analytical skills, with a proactive approach to addressing challenges.
• Exceptional written and verbal communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Demonstrated leadership capabilities in driving teams towards project goals and objectives.
• A genuine passion for emerging technologies and a deep understanding of tech trends.
  
  

What we offer:

• Competitive salary, equity, and benefits package.
• Opportunity to make a significant impact in the early stages of a rapidly growing startup.
• A supportive and collaborative work environment with a strong emphasis on personal and professional growth.
• Weekly catered lunch on Wednesdays.
• Comprehensive health, vision and dental plans, as well as free membership to health apps such as Teladoc, HealthAdvocate, One Medical, Kindbody, and Talkspace.
• Company 401k program.
• Commuter benefits.
• Unlimited sick and vacation time with paid company holidays.
• The chance to shape team culture and build a world-class team.
  
  

The base salary range for this role is between $80-120k. The actual salary offered will be determined based on factors such as relevant experience, qualifications, and the successful candidate's overall fit within our organization. The total package will include benefits and stock options. The actual salary offered will be determined based on factors such as relevant experience, qualifications, and the successful candidate's overall fit within our organization and total package will include components such as benefits and stock options.

Leverage is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. We encourage candidates from all backgrounds to apply and succeed.

Questions? Reach out to [email protected]