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Customer Service Manager
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Customer Success Manager
3 months ago
We are looking for a Customer Success Manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase your business’ revenue potentials and minimize churn rates.
A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.
Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.
About usExpiration Reminder is the leading web-based platform for managing document expiration dates. Our software gives organizations the ability track, manage and send automatic email and text notifications when documents are about to expire, maintain compliance with regulations and keep vendors and customers complaint to company policies. Hundreds of organizations around the world rely on Expiration Reminder to track expiration dates. Our clients include Fortune 500 companies, small businesses, nonprofits, healthcare providers, schools, and more. And with a powerful suite of features that includes compliance rules, roadmaps, policy acknowledgement, document scanning and more that will help companies stay compliant.
Responsibilities- Establish clear client retention goals
- Increase net revenue retention rate (NRR)
- Process milestones for the clients and employees to work toward
- Assist customers with setting up and navigating programs or software
- Promote the value of the product
- Upsell services and products with the brand image
- Promote value through customer experience
- Assist in creating training courses and educational materials
- Review customer complaints and concerns and seek to improve the customer experience
- Help customers import their current spreadsheets into Expiration Reminder to get them up and running.
- Log tickets with the development team and escalate appropriately based on the impact of the issue.
- Become an Expiration Reminder power user—before you can support others, you must know the product yourself.
- Perform online training and onboarding sessions for current customers.
- At least 2 years of experience working in a customer success role.
- You can translate technical ideas for non-technical audiences.
- Demonstrable critical thinking, communication, and creative problem-solving skills.
- Ability to learn new software platforms quickly.
- Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.
- Highly organized. You can manage and prioritize several different projects.
- Knowledge on Microsoft Excel and using formulas for formatting dates, vlookup or removing duplicates.
- Familiarity chat, HubSpot and Vitally (our customer success platform) are a plus.
- Remote.
- Occasional face to face meetings.
- Medical benefits (dental, vision and drugs).
- Medical spending account
- Market compensation commensurate with your proven abilities.
- This is a full time position with a set schedule.
- Remote.
