Customer Success Manager

Product

Remote

June 17, 2022

The client’s company is a well-funded technology startup that is developing an innovative SaaS platform designed to dramatically improve the lives of Commercial Real Estate (CRE) service contractors. It will be leveraging the latest technology and data analytics to completely transform a $30 billion industry that is still mostly stuck using pen and paper. The co-founders have over a decade of experience in both CRE and SaaS technology as well as a resume that includes Stanford, Harvard, Wharton, Cornell, Microsoft, and multiple successful startup exits including a $1.2 billion acquisition. The company has raised multiple rounds of funding from some of the largest and most reputable Venture Capital firms including Founders Fund, Fika Ventures, and Greenspring Associates.

Responsibilities

  • Assist customers with all aspects of our client's software through phone, email, and Zoom screen-sharing sessions, with a primary focus on customer success, support, and satisfaction;
  • Become the company's product expert and help both customers and co-workers succeed by identifying creative solutions to unique workflow requirements;
  • Utilize support tools such as Monday.com, JIRA Service Desk, UserGuiding, and OpenPhone to efficiently handle customer cases and track personal performance;
  • Collaborate as part of a tight-knit team, working together to provide superior technical support while maintaining a positive environment;
  • Troubleshoot and submit bugs to the developers acting as the primary driver from bug ticket creation through resolution;
  • Champion customer needs internally by providing feedback and escalating requirements, ensuring that they receive the attention they deserve.

Requirements

  • Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types;
  • Excellent written and verbal communication skills;
  • Highly organized with impeccable attention to detail;
  • Thirst for knowledge and willingness to learn;
  • Strong product instincts with the ability to document issues concisely;
  • Ability to thrive within a collaborative team environment and understands that the team succeed or fail together;
  • Capable of efficiently learning and using complex software as well as teaching all aspects of that software to others;
  • An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities;
  • Intelligent, self-motivated, quick thinking, and fast learning;
  • Demonstrated ability to succeed in a challenging, fast-paced environment;
  • B.A. or B.S. degree from a top university;
  • Willing to work during EST business hours;
  • Prior knowledge or ability to quickly learn Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum preferred.

Bonus points for

We offer excellent benefits, including but not limited to

  • People-oriented management without bureaucracy;
  • Competitive compensation; 
  • Flexible schedule;
  • 15 working days of annual paid vacation;
  • Paid sick-leaves;
  • Friendly and engaging professional team;
  • Opportunities for self-realization, career, and professional growth;
  • Accounting and legal support.

Application form

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.