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Published almost 3 years ago

customer success customer support exec

We are seeking a customer-focused, highly energetic, individual to join our team as a Customer Success Manager responsible for onboarding and enabling our large number of clients on to Web and App platforms.

This role will act as an advisor for our mobile offering + done for you service for customers, and will have a variety of customer facing engagements to help our customers hurdle the challenges preventing them from getting maximum value from the product.

The ideal fit will be able to think strategically and execute tactically, experienced in leading customer interactions, detail oriented, articulate and credible with the ability to listen effectively and provide clear advice.As part of the Customer Experience delivery, you will require proven customer facing skills within the technical domains of WordPress, training and support.

This individual will work closely with our customer support teams, product teams and lead training and development.More-so, design and lead 1:1 and group user training sessions to make a direct impact on achieving BuddyBoss’s customer activation and retention targets.

To that end, the Customer Success Manager must approach the customer experience as an ever-improving initiative.

Key Accountabilities:

Train and onboard BuddyBoss’s customers to ensure they understand how best to use our products and services effectively to meet their goals. Lead regular group webinar trainings for our customers with Q&A to address use-case challenges and make relevant recommendations Lead in creating and curating content such as recorded videos and guides to educate your customers Monitor the customer engagements and experience, and intervene with proactive education when customers are not effectively using our products and services to achieve the value they expected Work alongside our Marketing Teams, to create test playbooks and new program ideas to drive customer engagement and speed up the delivery process Advocate for the customer; Provide updates to internal cross-functional partners (Product Management, Product Development, Sales) on customer perspectives, risks, strategic insights, issue resolution activities and expansion opportunities Possess a strong understanding of BuddyBoss’s products and services, and use the wide variety of use-cases as well as product management best practices; be able to articulate how both align with the customers’ strategies and desired business outcomes

Key Skills:

Strong technical knowledge of WordPress with the ability to troubleshoot technical issues. Must be able to demonstrate effective oral and written communications skills Strong interpersonal and collaboration skills Exhibits decisive problem solving ability Ability to work well within a team setting Working knowledge of product challenges in relation to overall market Computer proficiency; solid knowledge of word text programs Proficiency in conducting live webinars / virtual training sessions with facilitation experience, managing multiple learners, breakout rooms and Q&A sessions Skilled in creating / recording tutorial videos with both screen share and camera setup to be able to demo mobile apps

Experience:

At least 3 years in a customer relationship role; either in Customer Success, Technical Training or Customer Support Experience working with SaaS / product management teams strongly preferred Demonstrated skills in managing customer relationships for a managed services and / or Technical product offering Understanding and passion of product management, agile and software development practices a major plus A clear and concise communicator, confident and experienced in both 1:1 and group customer presentations Demonstrated curiosity that drives you to seek understanding of customer needs and an ability to uncover insights into broader objectives. Highly motivated and team oriented Organized with exceptional follow through When Applying:

Please include a link to a 90-120 seconds video where you explain why you will be a great fit for this position. Thank you

Salary or Compensation

$40,000 — $60,000/year

Location

🌏 Worldwide