CRM Customer Service Manager

This is a remote position.

Client Overview:

We are a growing startup for vendor marketplaces and are seeking a CRM Customer Service Manager to handle the ongoing technical aspects of client issues while fostering strong relationships with the small internal team. This role combines technical problem-solving expertise with exceptional communication skills and emotional intelligence to ensure client satisfaction and seamless platform usability. The ideal candidate will work closely with the strategic onboarding and client success team, bridging the gap between technical support and client needs.

Key Responsibilities:

• Technical Issue Resolution: Act as the primary point of contact for clients, troubleshooting and resolving technical issues efficiently and empathetically.
  

• Collaboration: Work closely with onboarding and client success teams to ensure platform configurations and updates align with client requirements.
  

• Client Advocacy: Serve as a client advocate, understanding their technical needs and communicating them to internal teams to improve platform functionality.
  

• Technical Support: Provide broad based guidance on integrations, system configurations, and other technical aspects of the platform.
  

• Emotional Intelligence: Handle client interactions with high EQ, ensuring a positive and supportive experience even in challenging situations.
  

• Documentation: Maintain clear and accurate records of client interactions, technical issues, and resolutions.
  

• Process Improvements: Identify trends in technical issues and recommend solutions to improve the platform and support processes.
  

• Training and Guidance: Provide technical training to clients as needed, empowering them to use the platform effectively.
  

• Feedback Loop: Collect and relay client feedback to the product and technical teams, contributing to ongoing platform enhancements.
  

Requirements

• Strong technical aptitude, with experience in SaaS platforms, CRM/AMS systems, or similar technologies.
  

• Exceptional emotional intelligence (EQ) and customer service skills.
  

• Proven ability to troubleshoot and resolve technical issues in a timely manner.
  

• Experience collaborating with cross-functional teams, including onboarding and client success.
  

• Excellent verbal and written communication skills.
  

• Highly organized, detail-oriented, and able to manage multiple client interactions simultaneously.
  

• Familiarity with Excel for data analysis and reporting is a plus.
  

• Prior experience in a technical customer service or client success role is preferred.
  

• Experience with Project Management is a plus​
  

• Must be able to work US hours.
  

Benefits

• HMO Coverage for eligible locations
  

• Work with a small, dynamic, innovative team shaping the future of association technologies. 
  

• Opportunity to grow your technical expertise in a fast-paced startup environment.
  

• Friendly work environment with growth opportunities.