Customer Success Manager-b2b

**Customer Success Manager**

**Overview**:
We are looking for a well-rounded and experienced Customer Success Manager for our B2B software company. The role consists of four key areas including;
- Inbound software support
- Outbound account management
- Customer retention
- Content creation for both the CS team and our customers

**Software Support**
- Example activities in this role can include answering post-sales questions, software setup inquiries, software or feature support
- To be successful you must enjoy speaking on the phone and engaging with customers, developing relationships, providing proactive account management, therefore you are confident and comfortable when responding to customers and are able to let them know you’ll follow up if you don’t immediately have an answer
- You possess outstanding interpersonal skills, people skills and understand active listening to be proactive when a customer may be upset or frustrated to provide active de-escalation
- Have the confidence to know when and how to engage other team members or management to assist with issues, this is critical as a strong team member
- Can effectively follow and make suggestions to improve processes and procedures
- Strong written and verbal communication skills is a must
- Tier2 or escalated cases will require you to manage and work with other back-office teams
- Learn, maintain and incrementally improve product knowledge not only for yourself but the tools used internally by the Customer Success team
- Able to make recommendations for product development or improvements and comfortable reporting trends, hurdles or unique customer situations to management that are encountered by your customers
- Achieve a high satisfaction rating from your customer interactions

**Account Management**
- Understand or uncover the customer’s expectations from the initial sales process
- Strong account management skills to increase retention and improve client happiness, understand when to escalate a case to management
- Can effectively address an issue or problem and anticipate and answer potential follow up questions the first-time increasing first call resolution and reduce unnecessary caseload.
- Can actively deliver great customer success to the clients which ensures Clickback’s brand reputation. Assist with this by promoting the use of online reviews with happy clients.

**Retention**
- Effectively manage customer cancelations and escalated cases with provided systems and support from managers and team members
- Effectively report and manage all future contract renewals in a timely manner
- Implement customer surveys to determine customer satisfaction ratings, then review suggestions, and execute improvements to increase the lifetime value of customers

**Content Creation**
- You become the key contributor and manager of customer facing support content
- Extremely agile by ensuring public and private facing user guide content and user guide/onboarding videos are quickly updated and available to customer when software updates go live with new features or UI/UX changes
- You will manage, create and edit content used by the CS team to support and help our customers
- You will manage, create and edit educational articles for our internal CS team knowledge base
- You will manage, create and edit user guides articles for our customers
- You will manage, create and edit training videos to onboard and support our customers with our software offering

**What you will need**
- College or University education in Sales or Customer Relations or equivalent combination of education and experience
- Work experience in a help desk or call centre software support position would be preferred
- Experience taking escalation and retention calls is preferred
- Strong writing skills, can effectively communicate with customers without always having a templated response
- Comfortable picking up the phone and calling customers to build a strong relationship
- Able to learn new information quickly
- Fully proficient with Microsoft Office
- Hands-on professional, relevant Help Desk or Support Ticket software experience such as Salesforce, Service Cloud or Zendesk preferred
- Strategic thinker with a “Customer First” focus

**What you will get**:

- Opportunity to work for a successful and growing SaaS company
- Working with cool, leading edge software products
- Competitive salary
- Christmas bonus
- Paid personal days for illness, bereavement or emergency
- Flexible and reasonable work hours that don’t impact your life outside of work
- Casual dress. Wear jeans to work any day of the week
- Great health and dental benefit programs
- Retirement savings program
- Ownership opportunities for all staff
- Work close to home here in Niagara, no need for long commuting
- A great corporate culture that is a ‘nonpolitical’ transparent culture, with a _**“work hard, play hard”**_ attitude

**How to Apply**:Please send your resume to _careers(at)clickback(