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Customer Success Manager - Onboarding Focus

The mission of the Customer Success team is to help customers achieve success and derive meaningful value from their use of Shiftboard. We accomplish this by providing customers with timely and effective support during their initial on-boarding and throughout their Shiftboard lifecycle. We act as customer advocates and focus on building long-term relationships with our clients.

The Customer Success Manager is a vital role within the organization. The CSM will ensure that clients get the maximum value from Shiftboard by providing customers with the initial phase of education by developing an understanding of each use case, offering best practices and guidance. This role will also own planning and executing improvements to our onboarding process. Additionally, the CSM will also help with Tier 1 support and manage any necessary escalations.

Roles and Responsibilities:

  • Provide an exceptional, personalized onboarding experience to all clients
  • Act as a trusted consultant for clients and an expert in best practices by becoming a product expert
  • Proactively work across teams to ensure the best customer experience
  • Demonstrate the value of Shiftboard to our customers every day by providing amazing customer support
  • Build & strengthen customer relationships
  • Manage incoming emails and handle appropriate follow-up calls and emails
  • Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
  • Respond to a variety of technical and non-technical inquiries with a sense of urgency
  • Have primary responsibility for managing and supporting a set of named accounts
  • Promote customer self-service by working with support content team to create engaging, effective material

This is the job for you, if you:

  • Are a driven and passionate problem solver
  • Enjoy gaining and imparting knowledge and experience
  • Are a multi-tasking hero
  • Have exceptional verbal communication skills – with both customers and teammates
  • Think quickly on your feet (figuratively – we’ll provide a chair)
  • Are comfortable in sometimes ambiguous situations
  • Understand that a truly independent worker knows when to ask for help
  • Have a bias towards finding solutions vs. shutting down ideas
  • Are always prepared
  • Enjoy making everyone feel heard and understood
  • Are a wordsmith and are able to communicate technical concepts to non-technical people
  • Have experience with any of the following systems: Salesforce, ServiceCloud, MindTouch, or Pendo (familiar with more than one, even better)
  • Have advanced Excel skills

Qualifications

  • 2+ years professional experience in a client-facing role
  • BA/BS degree preferred

Please send a resume and cover letter explaining why this job interests you. 

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