Customer Success Manager

Work set-up: 
Full Remote
Contract: 
Work from: 

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Qued
2 - 10 Employees
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Job description

This is a remote position.

Job Title: Customer Success Manager

As a Customer Success Manager, you will be integral in ensuring new customers have a seamless transition onto our platform and providing timely support to address their inquiries and issues. Reporting to the Customer Success Director, you'll play a crucial role in driving customer satisfaction and retention by delivering exceptional onboarding experiences and efficient support services.

Key Responsibilities:

  • Facilitate the onboarding process for new customers, guiding them through setup and configuration to ensure successful adoption of our products or services.
  • Serve as the initial point of contact for customer inquiries, providing timely and accurate support via various channels such as email, phone, and chat.
  • Triage customer issues and escalate complex problems to appropriate teams for resolution while maintaining clear communication with customers throughout the process.
  • Develop comprehensive knowledge of our products and services to effectively troubleshoot exceptions and discuss solutions with customers.
  • Collaborate with cross-functional teams, including sales and product development, to address customer feedback and improve the onboarding process.
  • Proactively monitor customer usage and engagement, identifying opportunities to optimize onboarding procedures and enhance the overall customer experience.
  • Assist in preparing and delivering training sessions and materials to educate customers on product features and best practices.


Requirements

Qualifications and Requirements:

  • Previous experience in customer-facing roles, preferably with a focus on onboarding and support.
  • 1-3 years of experience in the transportation industry
  • Strong communication skills, with the ability to convey technical information in a clear and understandable manner.
  • Excellent problem-solving abilities and a proactive approach to addressing customer needs.
  • Familiarity with CRM software and support ticketing systems is advantageous.
  • Dedication to delivering exceptional customer experiences and ensuring customer success.
  • Detail-oriented with strong organizational skills to manage multiple tasks effectively.
  • Ability to work collaboratively in a fast-paced, team-oriented environment.

Key Competencies:

  • Customer onboarding and training
  • Efficient support ticket management
  • Clear and concise communication
  • Problem-solving and troubleshooting
  • Collaboration and teamwork
  • Product knowledge and expertise
  • Time management and prioritization skills


Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Customer Service
  • Communication
  • Problem Solving
  • Organizational Skills
  • Detail Oriented
  • Time Management
  • Teamwork
  • Collaboration

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