Customer Success Manager
This a Full Remote job, the offer is available from: Philippines
We are seeking a solutiondriven individual who has a passion for customer happiness, technology, and startups. The Customer Success Manager acts as a trusted consultant to our customers and is responsible for ensuring their success with our software & service.The end goal is to increase value, retention, customer satisfaction, and ultimately revenue through expanded use of the Wing platform.
Requirements
You are a passionate peopleperson who loves the dynamics of building relationships with team members & customersYou are a customerfocused individual that understands how to create value for customers.
You accept the challenge of ensuring that our customers remain happy while also remaining laserfocused on increasing revenue
You enjoy identifying goals, breaking them down, and figuring out how to reach them
You are forwardlooking and continuously strategize on where to find growth opportunities in the accounts that you manage
You are obsessed with customer success and go above what’s required to promote customer satisfactionYou are highly skilled at using a computer, scheduling, running online web meetings with Zoom or Google Meets, writing emails, and able to represent yourself warmly, professionally, calmly, and authoritatively over video and audio calls
You are able to think on your feet and rapidly come up with, articulate, and direct solutions to customer issues that arise
You are friendly, empathetic, a good listener, and have strong English communication skills, with the ability to communicate confidently with American business owners and CEOs
Responsibilities:
Become the primary contact postsales, by conducting a thorough customer onboarding & customer education process and take full ownership of the accounts health postimplementation
Prepares the account to be billable by ensuring that the customer successfully starts with our service, through an introduction to their assistant, by ensuring the customer has to access to the Wing platform, and by prompting the customer to delegate their first task
Builds a goal plan for the customer, focused on the short & longterm goals towards growth, and identifies ways Wing can support those goals
Proactively manage the relationship between our virtual assistants and your assigned clients both during & postonboarding including: periodic email check ins with customers, adhoc phoneconference callstexts, and through actively checkingin with the virtual assistants, supervisors, and managers assigned to the account as well as to monitor customer usage using our proprietary web tool
Manage all inbound customer communications by organizingescalating & resolving issues appropriately including: assistant quality, staff replacement, billing, sales, and technical inquiries
Understand Wing’s different offerings and the value that we provide for each industry through each vertical and communicate it clearly to customers as you grow their engagement in order to potentially promote upgrades, engage in upsells, and obtain customer referrals
Preferred Qualifications:
A Bachelor’s degree or higher
Excellent written and spoken English communication skills
At least a year of experience in client relationship management ANDOR project management is a MUST
Experience with process implementation is preferrable but not required
Comfortable with Mac, Windows, Chrome, iOS, Android, and video call communication tools (Zoom, Google Meet, etc)
Understanding of online software (SaaS) services andor technologybased solutions
Understanding of goal development and implementation
Positive attitude with the desire to contribute to the success of the company and the ability to remain professional while under pressure with customers
Ability to use a variety of styles to persuade or negotiate appropriately
Exceptional interpersonal skills
Environment & technology needed for the job:
Fast reliable Internet connection & reliable electricity
Professional microphone headset or functional computer microphone equivalent
Fast, responsive computerClean & professional backgroundaudio environment for video calls with customers
Benefits
Peoplefocused company with a culture centered on community and personal growth
Performance Bonus
Ability to network with executives at one of the fastestgrowing companies in the US
Opportunity to obtain knowledge about many industries simultaneously
Remote workfriendly
Avenues for rapid promotion & salary increases as the company scales
This offer from "Starfish" has been enriched by Jobgether.com and got a 72% flex score.