Customer Success Manager
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Job Description
Customer Success Manager guiding customers on the Opus training platform. Building relationships and enhancing customer experience through support and training.
Responsibilities:
- Build strong, long-term relationships with customers as the trusted, consultative advisor on training product functionality
- Onboard and support onboarding of new customers including leading implementation and training calls
- Conduct regular reporting to ensure customers optimize our product/service, issues are resolved effectively, and customer goals are met
- Monitor and service ongoing emails, calls, and live chats with platform users within required SLA
- Troubleshoot technical issues raised by customers, and uncover new ways to improve our product
- Support deployment of survey initiatives in order to methodically receive customer feedback
- Participate in on-call rotation alongside the Customer Success Team for off-hour coverage
- Partner cross-functionally on projects to improve the customer experience via feedback, insights, and internal process improvements
Requirements:
- 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Experience working with customers with multiple units and stakeholders within an organization
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience working in a hospitality environment is a plus
- Familiarity with productivity tools such as Salesforce, Intercom, G Suite and Zoom a plus
Benefits:
- 4 weeks paid time off
- 14 weeks paid parental
- Full Medical, Dental, and Vision
- Commuter benefit
- Gym and Wellness
- Mobile phone reimbursement
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