Jr. Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
Position Overview:
Do you have a customer first mindset? Do you thrive on change and technology? Are you interested in helping us build and evolve our customer success organization to continuously improve the overall experience and success of our customers?
The key focus of the Customer Success Manager is to efficiently scale the business and deliver outstanding onboarding, support, and ongoing education. This role will continue to build out a scalable self-service onboarding and support model through systems, process, and communication. The Customer Success Manager will use a combination of self-service materials and customized materials to onboard customers and respond to and resolve customer questions and issues. The successful candidate will provide day-to-day technical product support and apply industry knowledge to ensure high customer satisfaction. This Customer Success Manager is an individual contributor that will work as part of a dispersed team.
Principal Duties and Responsibilities:
* Provide technical product support and product expertise to all NetBase customers across the NetBase product portfolio. Be the subject matter expert on NetBase products.
* Manage and improve the customer support process, including issue escalation, troubleshooting, objection handling, and customer ticket management.
* Collaborate with the eLearning and Education team through content generation for curriculum, videos, webinars, and articles.
* Continually enhance support and education capabilities via the eLearning and Education platforms to capture, structure, improve and reuse technical knowledge and training materials.
* Optimize the customer on-boarding experience through applying internal and external team feedback while tracking against Customer Success business metrics.
* Work as a liaison between the customers and the development team at HQ in Santa Clara to provide thought leadership and feedback on roadmap features, customer feedback, and new product releases.
* Shift gears seamlessly while prioritizing tasks, deal with ambiguous situations, and keep a calm demeanor when the going gets tough.
* Travel 1 to 2 times per year for internal company and/or team onsite.
Qualifications & Skills:
* BS or BA Degree.
* 1-3 years of experience in Social Media related technologies with a proven track record of delivering client solutions.
Ideal Candidate:
* Direct experience with hands-on premium support by providing excellent customer care and support at a software or similar high-tech company.
* Prior hands-on experience with NetBase or similar technologies.
* Self-starter with desire to learn.
* Tenacity in problem solving and conducting research internally and externally to find solutions.
* Ability to multi-task and adapt to change quickly.
* Excellent interpersonal communication skills, both written and verbal.
* Remains calm in a fast-paced work environment.
* Demonstrates thoughtful leadership in assessing problems and opportunities.
* Experience using CRM tools (preferably Salesforce and Gainsight) and bug tracking tools such as JIRA.
Location: This position can be remote in US Central or West Coast.
About the Company
NetBase, headquartered in Santa Clara, CA, is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Its platform processes millions of social media posts daily for actionable business insights for marketing, research, customer service, sales, PR, and product innovation. NetBase is a trusted partner to American Airlines, Arby's, Coca-Cola, Ogilvy, T-Mobile, Universal Music Group, and YUM! Brands.
With continued stellar growth, we are expanding our Customer Success Team with talented individuals that play to win, work together, and care about building a culture of respect, integrity and agility – for amazing outcomes.
SDL2017
Jr. Customer Success Manager
To see similar active jobs please follow this link: Remote Customer Success jobs
Position Overview:
Do you have a customer first mindset? Do you thrive on change and technology? Are you interested in helping us build and evolve our customer success organization to continuously improve the overall experience and success of our customers?
The key focus of the Customer Success Manager is to efficiently scale the business and deliver outstanding onboarding, support, and ongoing education. This role will continue to build out a scalable self-service onboarding and support model through systems, process, and communication. The Customer Success Manager will use a combination of self-service materials and customized materials to onboard customers and respond to and resolve customer questions and issues. The successful candidate will provide day-to-day technical product support and apply industry knowledge to ensure high customer satisfaction. This Customer Success Manager is an individual contributor that will work as part of a dispersed team.
Principal Duties and Responsibilities:
* Provide technical product support and product expertise to all NetBase customers across the NetBase product portfolio. Be the subject matter expert on NetBase products.
* Manage and improve the customer support process, including issue escalation, troubleshooting, objection handling, and customer ticket management.
* Collaborate with the eLearning and Education team through content generation for curriculum, videos, webinars, and articles.
* Continually enhance support and education capabilities via the eLearning and Education platforms to capture, structure, improve and reuse technical knowledge and training materials.
* Optimize the customer on-boarding experience through applying internal and external team feedback while tracking against Customer Success business metrics.
* Work as a liaison between the customers and the development team at HQ in Santa Clara to provide thought leadership and feedback on roadmap features, customer feedback, and new product releases.
* Shift gears seamlessly while prioritizing tasks, deal with ambiguous situations, and keep a calm demeanor when the going gets tough.
* Travel 1 to 2 times per year for internal company and/or team onsite.
Qualifications & Skills:
* BS or BA Degree.
* 1-3 years of experience in Social Media related technologies with a proven track record of delivering client solutions.
Ideal Candidate:
* Direct experience with hands-on premium support by providing excellent customer care and support at a software or similar high-tech company.
* Prior hands-on experience with NetBase or similar technologies.
* Self-starter with desire to learn.
* Tenacity in problem solving and conducting research internally and externally to find solutions.
* Ability to multi-task and adapt to change quickly.
* Excellent interpersonal communication skills, both written and verbal.
* Remains calm in a fast-paced work environment.
* Demonstrates thoughtful leadership in assessing problems and opportunities.
* Experience using CRM tools (preferably Salesforce and Gainsight) and bug tracking tools such as JIRA.
Location: This position can be remote in US Central or West Coast.
About the Company
NetBase, headquartered in Santa Clara, CA, is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Its platform processes millions of social media posts daily for actionable business insights for marketing, research, customer service, sales, PR, and product innovation. NetBase is a trusted partner to American Airlines, Arby's, Coca-Cola, Ogilvy, T-Mobile, Universal Music Group, and YUM! Brands.
With continued stellar growth, we are expanding our Customer Success Team with talented individuals that play to win, work together, and care about building a culture of respect, integrity and agility – for amazing outcomes.
SDL2017