Customer Success Manager PH -
Customer Success Manager PH -
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Job Description
Position Overview:
We are looking for a passionate and technically capable Technical Customer Success Manager to join our team. In this role you will serve as the primary point of contact for our customers providing them with thoughtful realtime responses to their inquiries about our SaaS product. The right person will have the ability to understand our technical product deeply and handle escalated issues will be crucial to ensuring customer satisfaction and success.
Key Responsibilities:
- Customer Support and Engagement:
- Act as the main liaison for all customers including key accounts and individual users ensuring their needs are met effectively and promptly.
- Provide realtime answers to customer questions demonstrating a deep understanding of our technical product and its advantages over competitors.
- Issue Resolution:
- Handle escalated customer issues with a calm resourceful and resilient approach ensuring timely resolution and followup.
- Research and gather information to address customer inquiries on the fly demonstrating adaptability and resourcefulness.
- Customer Success Management:
- Manage the entire customer success process from onboarding to ongoing support to ensure customers derive maximum value from our product.
- Develop and maintain strong relationships with nonprofit customers understanding their unique needs and challenges.
- Technical Proficiency:
- Leverage your technical background to understand and communicate complex concepts effectively to clients.
- Assist in the implementation of our product within customer organizations providing guidance and support throughout the process.
- Feedback and Improvement:
- Gather customer feedback to inform product development and improvement initiatives.
- Stay informed about industry trends and competitor offerings to articulate why our solutions are superior.
- Strong technical background with the ability to learn complex software solutions quickly.
- Previous experience in a customer success or support role ideally within a SaaS environment.
- Familiarity with Workday or similar enterprise software solutions is a plus.
- Experience in banking or a technical implementation role is highly desirable.
- Excellent communication and interpersonal skills with the ability to connect with a diverse customer base.
- Passion for technology and customer success with a focus on helping nonprofits achieve their goals.
- Strong problemsolving skills and resilience in handling customer inquiries and escalations.
- An opportunity to work in a rapidly growing company with a strong commitment to customer success.
- A collaborative and supportive work environment.
- Competitive salary and benefits package including opportunities for professional growth.
How to Apply:
If you are a motivated and technically skilled professional who is passionate about customer success and making a difference for nonprofit organizations we want to hear from you!
Employment Type
Full Time
