What are the responsibilities and job description for the Customer Success Manager position at TrueRoll?
A customer success manager works to the vision and strategy of the Customer Success Department while striving to drive customer adoption, increase user engagement, prevent customer churn, and seek customer growth opportunities. He/she works closely with the Team Lead, fellow success managers, and the helpdesk team. A success manager may also collaborate with leadership in the Services Division and work with other cross-functional teams.
DEPARTMENTAL Responsibilities
- Strive to increase revenue through upselling services by 10 percent year over year by:
- Understanding the customer's needs and processes in their respective offices.
- Educating the customer about other services offered by TrueRoll.
- Completing the upsell process.
- Drive customer loyalty with the goal of more than 95 percent retention year over year by:
- Proactively communicating and championing customer needs.
- Increasing customer dependency on the application by increasing understanding of features and capabilities, through conducting training, sharing TrueRoll’s educational resources, and tailoring communications of product updates.
INDIVIDUAL Responsibilities
- Drive customer realization of time to the first value in eight weeks or fewer by:
- Coordinating with the onboarding and sales teams to understand the customer's workflow and key information.
- Developing a success plan with the customer to educate staff on how to use the TrueRoll suite and guide users with TrueRoll's best practices.
- Regularly checking in in meaningful ways to see their progress and immediately address any concerns or unclear parts of the application.
- Strive to earn high average customer satisfaction (8.5 ) and net promoter scores (9 ) by:
- Monitoring customer usage patterns, identifying potential roadblocks, and providing tailored recommendations to optimize their TrueRoll experience.
- Routinely conducting cadence calls, success plan updates, and health assessments.
- Training and tuning customers on every new feature and major release update.
- Maintaining a minimum 24-hour response time for assigned accounts.
- Achieve a rating of better than 90% of first contact resolution on assigned help tickets by:
- Ensuring a customer feels welcomed, understood, and helped during every interaction.
- Regularly updating a customer with the progress of their help ticket.
- Demonstrate an ongoing commitment to enhancing customer learning materials opportunities throughout the year by:
- Improving and/or updating at least 10 articles/FAQs to the knowledge base or customer success team searchable FAQs.
- Contributing one article every quarter for the Homestead Herald.
- Participating in virtual customer learning sessions, including TrueRoll Tuesdays.
REQUIREMENTS
- Motivation to work effectively independently while also embracing virtual teamwork
- Strong and effective communicator
- Ability to work remotely as part of an asynchronous team
- Ability to learn and understand the TrueRoll product suite as well as the subtleties of exemption qualifications and property taxes
- Embrace TrueRoll's core values
- Abide by TrueRoll's code of conduct
PREFERRED ATTRIBUTES
- Bachelor's degree in communication, education, public relations, or a related field
- Project management, video production, and distance learning skills
- Strong written and oral communication skills
- Previous customer relations experience
- Experience in government, particularly an assessor's office
PROGRESSION
- Senior customer success manager or helpdesk team lead