Customer Success Manager
What you'll do:
- Run our live chat: provide instant replies to prospects asking about our training programs and customers seeking assistance.
- Provide personalized support that aligns with our company brand and voice, directly impacting our customer retention.
- Troubleshoot and solve platform-related issues for customers.
- Conduct product demos with a consultative selling approach.
- Close new accounts by following up with leads from demos.
- Run onboarding sessions for new customers with live screen sharing.
- Guide business owners through ordering, setting up their team, managing expectations and the renewal process.
- Take ownership of your results by driving high quality customer service.
- Be empowered to think independently and critically, going above-and-beyond to deliver the right solution for each customer.
- Identify trends and areas for improvement, so we can continually serve customers better.
- Identify new opportunities besides improvement of current SOPs.
- Challenge yourself, your teammates, and your leaders to continually improve performance.
- Manage and develop other customer success team members by sharing knowledge and learnings
- Impeccable written and verbal communication skills in English
- A love for people and a genuine desire to help them succeed
- Lots of comfort with a role where the majority of time is spent talking to people - over live chat, video conference and phone
- Consultation / sales / marketing experience a strong plus
- Experience managing the team
- Strong knowledge of customers success processes and experience in building customer success systems
- B2B customer service experience is ideal
- Experience with purchase order process
- Experience working in ecommerce
- Experience running online meetings with customers
- An exemplary work ethic, a "get it done" attitude, and high personal accountability.
- Experience working with Intercom
- Knowledge of Hubspot CRM, and WordPress preferred