Position Overview:
The Customer Success Manager at Move Work Forward is a pivotal role responsible for helping our customers and our company grow. This role involves owning and shaping the Customer Success strategy, managing support and account management processes, and owning our support channels. The ideal candidate will demonstrate a strong background in Customer Success/Support/Account Management roles.
Responsibilities:
Onboarding and Training:
- Lead the onboarding process for new customers, ensuring a smooth and positive experience.
- Provide training sessions to clients on product features, functionality, and best practices.
- Create and maintain guides, videos and other materials to scale our support activities.
Relationship Management:
- Develop and nurture strong relationships with key stakeholders within client organizations.
- Act as the main point of contact for customer inquiries, concerns, and escalations.
Customer Advocacy:
- Advocate for customers within the company, conveying their needs and feedback to relevant teams.
- Collaborate with sales and product teams to identify upsell and cross-sell opportunities.
Retention Strategies:
- Develop and implement strategies to ensure high customer retention rates.
- Monitor customer health metrics and proactively address issues to prevent churn.
Product Knowledge:
- Maintain a deep understanding of our products or services to effectively support and guide customers.
- Stay informed about product updates and communicate relevant information to clients.
Customer Feedback and Analysis:
- Gather customer feedback through surveys, interviews, and other channels.
- Analyze feedback to identify trends and areas for improvement in our products or services.
Metrics and Reporting:
- Establish key performance indicators (KPIs) to measure customer success and satisfaction.
- Provide regular reports to management on customer success metrics and initiatives.
Qualifications:
- Proven experience in customer success, account management, or a similar role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and strategic thinking abilities.
- Ability to build rapport and trust with clients.
- Technical background is a must.
- Familiarity with customer success tools and CRM systems.
If you have a passion for ensuring the highest quality of written content, a meticulous eye for detail, and the ability to work collaboratively in a fast-paced environment, we invite you to apply for the position of Customer Success Lead with our team. Join us to help companies like Apple, Microsoft, NASA and thousands of other to be successful.
