What are the responsibilities and job description for the Customer Success Manager position at Optimal Staffing?
The Customer Success Manager will play a crucial role in ensuring the satisfaction and retention of our clients. This role involves building and maintaining solid relationships with customers, understanding their needs, and proactively addressing any issues or concerns they may have. The Customer Success Manager will work closely with various internal teams, including sales, development, and product, to maintain and ensure a seamless customer experience.About YouYou are passionate about serving others, thrive on identifying and honoring differences, and ensure every interaction is tailored to the individual. You welcome challenges as an opportunity to learn and improve processes. You enjoy playing on a team and leveraging the different skills each teammate brings to the table. You seek ways to say yes, find solutions if they’re not immediately apparent, and are driven to deliver outstanding service.What You’ll DoYou will report to the Global Head of Customer Success, and oversee the full spectrum of the customer experience, from initial onboarding to ongoing support and contract renewals. Your responsibilities include and are not limited to facilitating onboarding processes, providing continuous client training, conducting regular check-ins, identifying opportunities for upselling or cross-selling, managing issue escalations, gathering and synthesizing client feedback, and advocating for customer-driven feature requests, all while collaborating and prioritizing with other internal team’s needs. These responsibilities will remain ever-changing based on the business's and our clients' needs.Requirements1 - 2 years of experience in customer success, account management, or a related field, preferably in a SaaS or tech-enabled company. Demonstrated success in onboarding, retaining, and growing customer accounts. High interpersonal skills and the ability to rapidly build rapport with customers at all levels. Excellent communication skills, both verbal and written. High levels of research and investigative capabilities. Experience working with CRM software. Familiarity with customer success best practices and methodologies. Familiarity with collaboration tools like Slack, Notion, and Google Suite. Ability to learn new tools quickly. Bachelor's degree in communications, business, or a related field preferred.
Salary : $60,000 - $70,000