Customer Success Manager

| Seattle
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Shiftboard is a SaaS company, poised for rapid growth, which provides online scheduling software for a diverse group of organizations from festivals to security companies, medical staff to nonprofits, and everything in between. We are seeking an extremely motivated and dedicated person who is looking to build their career with us. You must thrive in a fast-paced work environment and be open to becoming involved in all aspects of a growing business. Successful candidates must absorb new information quickly, proactively tackle new projects, and contribute towards improving internal policies and procedures.

We are looking for the next member of our Customer Success Team! The Customer Success Team works cooperatively with other departments in order to improve the client experience, retain existing customers, and garner important feedback. You will act as a liaison between the customer, sales, support, and product management to ensure the success of new and existing clients.

Customer Success leads the onboarding process and establishes long-term relationships with new clients. You will understand our customers business goals for the project, envision and provide a relevant solution design that encapsulates industry best practices, and follow a defined implementation process that consistently delivers on implementation milestones and target completion dates.

Customer Success also is responsible for proactively checking in with a large book of existing clients. This entails answering technical and non-technical customer inquiries, providing additional training, communicating system improvements, and managing feedback. You will have the ability to grow your role by contributing to help documentation, expanding our social media presence, writing articles for our blog, and taking advantage of other opportunities as they arise.

Duties:

  • Project management responsibilities to create implementation work-plans, facilitate status calls that drive completion of project milestones and provide project progress reporting
  • Uncover, analyze and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
  • Advise customers on solution features, configuration options, and system processes and procedures
  • Configure and customize new Shiftboard sites, as well as understand and configure interfaces to third-party applications
  • Onboard clients: including conducting effective training calls and/or visits with clients and guiding them through a tailored implementation process
  • Be responsible for providing consultative guidance and dynamic solutions for any issues that arise via telephone, email, chat, and/or site visit
  • Provide proactive outreach at all stages of the customer lifecycle
  • Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide response and/or solutions
  • Develop and maintain strong relationships with associates and clients to ensure maximum satisfaction and retention levels
  • Participate in weekend after-hour support standby rotation program
  • Become an expert in the features, benefits, and implementation of Shiftboard

Qualifications:

  • Bachelor's degree preferred though previous experience in a related role with increasing responsibility may be considered as an appropriate substitution
  • One or more years of experience project managing software implementations
  • Two or more years software application implementation experience in a consultative role, preferably within a SaaS environment
  • Two or more years account management and customer service experience ideal
  • Experience with Salesforce (or other CRM) desired
  • Experience in the Workforce Management domain preferred
  • Ability to travel (job requires up to 30% travel)
  • Must be personable, communicate complex ideas clearly over the phone, and enjoy working with people in an entirely client-facing role
  • Organized, detail-oriented, and able to manage many clients at once
  • Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
  • Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
  • Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
  • Comfortable using and learning software: MS Office (Excel), multiple internet browsers, ticketing/tracking systems
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Location

1215 4th Avenue, Seattle, WA 98161

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