Customer Success & Insights Manager

Overview:

The Customer Success & Insights team is a nimble and versatile group that plays key roles in a number of business functions, including customer support, product implementations, and project management.  But at our core, ensuring our customers are well serviced and successful in utilizing our platform is our number one objective.  The ideal candidate has superior interpersonal and creative problem-solving skills and is passionate about engaging our customers to deliver insights and expand their use cases as our products evolve.  In addition to their relational skills, they are hyper-organized and eager to support our technical teams by managing and prioritizing the projects that directly affect our ever-growing client roster.

Key Responsibilities

  • Owning the overall relationship with assigned clients, which includes:
    • Onboarding and platform training.
    • Working with new and current clients to ensure content is high quality, current, and accurate.
    • Working with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
    • Establishing a trusted/strategic advisor relationship with each assigned client to drive the continued value of our products and services.
    • Tracking and communicating usage trends.
    • Ensuring satisfaction throughout the entire client lifecycle.
  • Advocating customer needs/issues cross-departmentally.
  • Executing technical tasks, including content updates, reporting, documentation, and general data management.
  • Organizing, prioritizing, and managing client-facing projects.

Requirements

  • 2+ years of relevant experience.
  • Proficient in Microsoft Office software and G Suite.
  • Prior experience managing customer/client relationships.
  • Prior experience in project management; experience with Trello and/or Salesforce Service Cloud is a plus.
  • Eager to learn our backend system and develop technical skills.
  • Ability to adapt, and be flexible as products and responsibilities evolve.
  • You want to help and serve our customers: They win, so you win.

To apply for this job email your details to matt@satisfilabs.com