Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Deliver prompt and precise technical assistance through phone, email, live chat, and ticketing platforms.

• Troubleshoot software-related challenges and provide users with step-by-step solutions.

• Identify and rectify technical and functional software problems.

• Refer intricate cases to senior technical teams when required.

• Serve as the customer advocate, relaying feedback to product development and sales departments.

• Keep detailed records of customer interactions, issues, and their resolutions.

• Contribute to an extensive knowledge base.

• Follow up with clients to confirm their satisfaction.

• Spot opportunities for additional training, support, and software adoption.

• Cultivate lasting customer relationships.

• Collaborate with sales, product, and development teams.

• Report directly to the Director of Client Operations.

⛳️ Requirements

• A minimum of a bachelor’s degree in business, marketing, or English.

• Over 5 years of experience supporting or implementing business software; ERP, field service, accounting, or payroll software is strongly preferred.

• Proficient in troubleshooting cloud-hosted applications utilizing AI tools.

• Experience in leading AI initiatives within customer service functions is a plus.

• Comfortable analyzing usage data and converting it into actionable plans.

• Highly organized, self-motivated, and capable of managing competing priorities across various accounts.

• Familiarity with customer service and CRM tools such as Salesforce, Freshdesk, and HubSpot.

• Strong knowledge of customer service tools like Freshdesk, HubSpot, or Salesforce.

• Exceptional interpersonal, listening, and written communication skills.

🏝️ Benefits

• Regular worker status.

• 40 scheduled weekly hours.