The Customer Success Manager will enhance client relationships, manage accounts, drive product adoption, troubleshoot issues, and lead expansion projects to ensure client success.
Overview of Customer Success Representative
As our Customer Success Manager, you will provide world-class service to Worksmith clients to support our business needs, prioritize their experience and drive continued growth. With excellent communication skills plus a knack for anticipating and solving customer concerns, you’ll guide our clients to success on the Worksmith platform.
The day-to-day responsibilities will include:
- Build and own relationships with key customer stakeholders to establish yourself as a trusted advisor and partner; act as the main point of contact post implementation.
- Manage and nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.
- Assist with troubleshooting and solving customer issues that arise in a timely manner with a positive attitude and high quality customer service in mind.
- Conduct training sessions to maximize product adoption and engagement among all client users.
- Lead and execute customer expansion projects to ensure timely and successful completion.
- Communicate professionally and energetically with client users and the Worksmith network of local vendors.
- Identify client needs to provide feedback to other areas of our business such as Product, Engineering, Vendor Success.
The right candidate:
- Demonstrates strong communication, interpersonal and presentation skills
- Ability to problem solve timely and proactively
- Detail-oriented; able to capture proper information correctly and accurately
- Displays empathy and the ability to put yourself in the customer's shoes
- Thrives in a fast paced, team centric environment and is adaptable to change
Basic qualifications:
- Familiarity with G Suite, Zendesk and other project management solutions
- 1-3 years of direct client relationship management and/or facilities management experience
We also look for these qualities in our candidates:
- A willingness to learn
- A positive and hard-working attitude
- Patience and tenacity
- Organized and detail-oriented
Top Skills
Google Suite
Project Management Solutions
Zendesk
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