Customer Success Manager
About
TITLE
Customer Success Manager
REPORTS TO
DEPARTMENT
Customer Experience
POSITION SUMMARY
We are seeking a dynamic and experienced Customer Success Manager to join our customer success team! This pivotal role involves overseeing all aspects of customer support operations, ensuring excellent service delivery, and fostering a positive customer-centric culture. The ideal candidate will have at least three years of relevant customer-facing experience and strong leadership and communication skills.
Perks and Benefits
- Stock Options
- Medical, dental, vision, and life coverage options
- Generous PTO
- And much more
Ohanafy’s Core Values
- Trust
- Customer Success
- Speed
- Give Back
- Innovate
Requirements
REQUIRED
- A minimum of 3 years of work experience in a customer support role.
- Excellent interpersonal and communication skills.
- Understanding of customer support best practices.
- Analytical mindset with the ability to make data-driven decisions.
- Exceptional organizational and multitasking abilities.
- Ability and passion to deliver high-quality solutions to our customers.
Responsibilities
RESPONSIBILITIES
- Oversee day-to-day customer support activities and ensure timely and effective issue resolution.
- Work alongside the Head of Customer Success and other Ohanafy team members to take care of customers' needs and questions.
- Collaborate with team members to address customer inquiries, concerns, and escalations.
- Monitor and analyze customer support metrics to identify areas for improvement.
- Implement strategies to enhance customer satisfaction and streamline support processes.
- Evaluate and refine customer support processes to increase efficiency.
- Collaborate with cross-functional teams to identify opportunities for process optimization.
- Conduct Monthly and Quarterly Business Reviews (QBRs) with key stakeholders.
- Engage in internal product discussions, bringing customer feedback into actionable insights to help shape the product roadmap.
- Analysis of customer health score to achieve renewal targets
DESIRED
- Salesforce Certified Admin or ability to obtain within six months of employment
- Ability to communicate and collaborate with others in a professional and respectful manner
- Excellent verbal and written communication skills for technical and non-technical audiences
- Collaboration, prioritization, and adaptability skills
- Outstanding problem-solving skills and relationship building
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