We are seeking a dedicated Customer Success Manager to join our team. The ideal candidate will be responsible for building relationships with FM customers by assisting them throughout the customer journey, understanding their needs, and engaging them with our product by advocating for our customers, solving problems that arise, and increasing overall user adoption of the product. This position has direct customer contact with SQC accounts and supports the customer base from onboarding through their first three orders. The Customer Success Manager must be able to work independently, act professionally in all aspects of the position, and excel in a fast-paced and challenging environment. An individual in this position will provide support to customers, customer experience specialists and key account managers to enhance the overall customer experience.
Responsibilities:
- Establish clear retention goals and process milestones for the client to work toward.
- Review customer complaints and concerns and seek to improve all aspects of the customer experience.
- Optimize existing processes within the company and actively enhance all Customer Success initiatives.
- Ensure ongoing collaboration with internal and external partners to ensure effective processes are in place and in line with company goals.
- Complete daily tasks assigned by workflows in HubSpot CRM; first order, sample pack, bounced email address, and client unsubscribed follow ups, and other case by case tasks.
- Answer emails and calls from customers regarding products
- Analyze customer data to improve the customer experience.
- Minimize churn rate by assisting with onboarding and education of new clients.
- Mediate between clients and the organization.
- Handle and resolve customer requests and complaints.
Requirements:
- 3-5 years of experience in communications, marketing, sales, account management, or customer success.
- Record of accomplishment of over-achieving quota.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different customers.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
This is a full-time position offering competitive compensation and benefits. If you are passionate about delivering exceptional customer service and have the required skills, we encourage you to apply for this exciting opportunity.
Job Type: Full-time
Pay: $42,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Customer service: 3 years (Required)
- Marketing: 3 years (Preferred)
- Sales: 3 years (Preferred)
- Account management: 3 years (Preferred)
Ability to Commute:
- Gordonsville, VA 22942 (Required)
Ability to Relocate:
- Gordonsville, VA 22942: Relocate before starting work (Required)
Work Location: Hybrid remote in Gordonsville, VA 22942