Customer Success Manager

**Customer Success Manager**

**About Sandbox ERP**

At Sandbox ERP, our mission is to give small businesses in the building supply, install, and field services industries a custom solution that revolutionizes their operations, lowers costs, and enhances efficiency. We understand that each business is unique, which is why we offer a customizable cloud-based solution tailored to your specific needs. Say goodbye to implementation fees and hidden extras—our transparent pricing model ensures you pay one simple monthly fee.

Key to our success is our unwavering commitment to our clients. We target companies with revenues ranging from 5 to 50 million dollars, providing them with unlimited support and continuous improvement. Our goal is to be more than just a software provider—we strive to be your trusted partner and coach throughout your business journey.

What sets Sandbox ERP apart is our exceptional team and their extensive experience. Our Chief Technology Officer (CTO) is a seasoned developer who has worked with major enterprise companies on robust ERP systems like SAP and Oracle. With their expertise, we have crafted a powerful, flexible, and scalable solution that will meet the evolving needs of your business. Our CEO, an entrepreneur and former client, has experienced firsthand the transformative power of the Sandbox ERP system. Now, he is driven to share that same success with others.

In our company, we uphold a set of cultural values that define who we are and how we operate. We believe in being a coach to our clients, guiding them towards achieving their business goals. We carry the weight of responsibility, knowing that the success of our clients relies on our dedication and support. We foster a team environment where everyone plays as a team, valuing collaboration and shared success. And above all, we prioritize kindness and empathy, ensuring that our interactions are always respectful and supportive.

By choosing Sandbox ERP, you are not just selecting a software solution; you are joining a “sandbox” of like-minded entrepreneurs and businesses working towards a common goal. We invite you to be part of the Sandbox ERP family and experience the transformative power of a fully customizable, cloud-based ERP system designed specifically for your needs.

Ready to take your small business to new heights? Join us at Sandbox ERP and be part of the change in how small businesses thrive.

**About the role**

Over the last few years, we’ve had a high amount of adoption for our platform through strategic partnerships in the building supply and install sector. As we continue to receive inbound requests for implementations, we need to augment our “Customer Success” team to maintain a quality onboarding experience for new customers, along with a high standard in supporting our existing client base.

You’ll report directly to the CEO and partner with the team to empower our customers.

**What you’ll do**
- _**Own a scalable strategy**:_ Build tooling, processes and systems that support the team to gain visibility into what customers want and when.
- _**Onboard**:_ Right after a customer signs with us, the CEO will hand them off to you who will then ensure that the team is set up for success. You can adopt our current strategy for this, or redesign it if you think it would help us meet our objectives.
- _**Process Change Requests into roadmap**:_ Partner with the CEO to identify top priorities and champion for customers when we consider roadmap initiatives.
- _**Own the helpcentre**:_ Ensure all urgent tickets are properly routed and not stagnated.
- _**Training and Knowledge**:_ Develop interactive materials to support our existing customers and new implementations. We use a software called Arcade to achieve this.
- _**Active implementations**:_ Document client requests and perform configuration changes or data updates using our low code tools built specifically for analysts to use when doing implementations and change requests.
- _**Existing Customers**:_ Review and document Change Requests submitted by existing customers. These are configuration and product changes that will improve the experience for our existing clients.

**Who you are**

Must have:

- **Ability to build from scratch**: You have past experience building a customer success strategy or system that was organized and scalable. Has evaluated and implemented systems, tools and processes from scratch.
- **High bias towards action**: You are proactive and can take a project from concept to completion.
- **High EQ and empathy**:You will be partnering with customers who will have a lot of requests and unpredictable interpersonal dynamics. We want you to feel confident in having you lead and partner with these customers in a way that they feel supported, as well as actioned on.
- **Product intuition**: You will partner and problem solve with customers from an inquisitive standpoint.
- **Organized**:There will be a lot of inbound requests