We are looking for a Customer Success Manager who’ll be responsible for developing customer relationships that promote retention and loyalty.
The CSM will closely work with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
The Customer Success Managers will supervise customer success staff and report to a Senior Manager. Will follow and create policies and procedures that optimize the customer experience. Will gather feedback from their customers, study other customer success programs and analyze customer data to identify best practices. The Customer Success Manager must establish policies the entire staff can adhere to so all customers receive the same quality of service and must know Inswitch products inside and out. Will supervise staff and perform basic human resource tasks such as hiring and training staff, this may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employees. Should possess fantastic interpersonal skills, be an excellent communicator, a strong leader, highly organized and have experience directing others.
Bachelor’s degree and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management.
Possess strong phone, written and verbal communication skills with excellent presentation skills.
Confident, high energy, self-motivated and a true team player.
Experience working with senior and executive level customer contacts.
Demonstrated ability and desire to work and excel in a fast-paced environment.
Excellent multitasking and project management skills.
Understanding of the fintech industry and web applications with a desire to learn new technologies.
Experience with JIRA is a plus. Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business.
Goal and results oriented, optimistic, smart, value added mindset, proactive and easily adapts to change.
Must work well within a team environment.
Ability to align internal resources to meet customer requirements and deadlines.