Customer Service Manager

Professional Alternatives

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Job ID#: 11047

Need a Customer Success Manager ASAP!

Fully REMOTE!

To 35$ hourly with all of the right skills and experience

What is the role?
The Customer Success Manager will be in charge of developing, growing, and mentoring the CS team.

In this role, you will:

  • Report to VP
  • Lead, develop, and coach CS team
  • Help set CS strategies for long term growth based on a deep understanding of our customers’ needs
  • Assistance with restructuring department, protocols, and client experience
  • Develop best practices for outreach and communication
  • Drive usage and adoption of our product, using data and best practices
  • Work across departments to identify customer needs
  • Manage at risk accounts by proactively monitoring and addressing account issues
  • Increase customer revenue retention and uncover revenue expansion opportunities
  • Review standardized performance metrics & KPIs to provide guidance and feedback for continued growth and improvement in employees during 1:1s
  • Strategically advance internal and customer-facing documentation to help improve standards of support and update outdated material
  • Assistance with hiring & training new staff members
  • Work cross-functionally to advance department knowledge of customer feedback
  • Assistance with building and advancing customer lifecycle program
  • Gather product feedback, write business requirements, and act as an internal advocate for your client-base
  • Other duties as assigned

Qualifications

  • 4+ years customer success experience
  • 3+ years SaaS environment experience
  • 3+ years management experience
  • Knowledge in the legal industry advantageous
  • Knowledge with SalesForce, Intercom, JIRA, Gsuite

Is this me?

  • Must be patient, empathetic, and have great communication skills
  • Data driven individual
  • Strong interpersonal skills to lead a team of individuals
  • Comfortable with technology and learning new software
  • Ability to handle escalated customer issues with customers
  • Self-motivated, diligent, and can inspire a team to do the same

 

Founded in 1998, Professional Alternatives is an award-winning recruiting and staffing agency that utilizes technology and relationships to deliver top talent. Connect with us today!

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