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The Customer Operations Associate will support customers post-purchase, driving adoption and satisfaction, managing onboarding, and resolving inquiries promptly.
About Manifest
Manifest helps entrepreneurs get the practical support they need to succeed, with enterprise-grade AI solutions built specifically for SMBs. We deliver personalized, straightforward know-how to help small businesses win at every stage of growth. Our platform combines action oriented business intelligence dashboards and AI assistants with proprietary expertise from leaders who have successfully launched, grown, and scaled businesses. Join our community supporting over 300 business owners to unlock their full potential. From one-on-one coaching to group coaching experiences, we provide members with different options to meet their specific needs for achieving their business goals.
We are searching for an Customer Operations Associate - you are passionate about helping small businesses grow and have a commitment to building trusting relationships with customers enabling them to reach growth outcomes.
About the Role
As a Customer Operations Associate, you play a vital role in our customers' post-purchase experience, ensuring they have access to the information they need to implement our solutions and continue to adopt and find value throughout their journey. Our customers, ranging from newly minted to seasoned owners, are among the most passionate operators. Your primary responsibility will be to support customers post-purchase and drive product adoption, satisfaction, and set customers up for success.
This role offers an opportunity for individuals with a passion for SMBs and track record of success and operations excellence.
Key Responsibilities
- Customer onboarding and journey. Drive customer onboarding and implementation including guiding customers through implementation and setting up training guides and resources. Assist in experiment design on scaled customer engagement post-onboarding to drive product adoption and retention.
- Account management. Act as an advisor to customers in your book of business to ensure they’re leveraging our solution effectively.
- Reporting. Monitor and identify usage trends to uncover retention risks and proactively address across your book of business.
- Content development. Manage creation of onboarding and platform materials including training documentation, Help center articles, and user guides.
- Product support. Contribute to Manifest’s product support function resolving customer inquiries around payments, platform functionality, and vertical specific training with speed and empathy.
What We’re Looking For
- Customer minded. You have 2-3 years of customer success or support experience, SMB focus preferred.
- Collaboration and communication. You bring exceptional oral and written communication skills. You are collaborative and open to receiving and implementing feedback to improve team outcomes.
- Standard operating procedures and project management. You have experience in creating and optimizing standard operational procedures and managing multiple projects and/or work streams at once.
- Trusted partner. You take a consultative, customer-first approach. Our members trust us based on our products' personalized, conversational, and relevant guidance.
Bonus Points
- Familiarity with AI-driven products and tools and small to medium sized businesses
What we offer
- Base salary range of $60,000-75,0000. Benefits included.
- Flexible PTO policy.
- Flexible, remote-first work environment.
- Opportunity to help define and drive sales strategy at a pioneering startup.
- A collaborative and supportive team culture dedicated to making a positive impact.
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