Customer Success Manager

Job Description:

We’re looking to hire a Customer Success Manager who will build out a Customer Success program for our business units. You’ll partner closely with the VP of Customer Success In the US to define the CS function, structure, processes, and help manage existing customer relationships.

What You’ll Do:

• Support Process Management
• Day to day support queue management and oversight, including incident triage, resolution and escalation management
• Monitoring and adherence to Service Level Agreements
• Produce support performance reports and metrics
• Reference: Cl2CvZ0F5cUuoukj3tylJo6uB3cUTkwOcGVvo4F3T4M.

• Technical understand and diagnosis
• Technical analysis of support cases, identify root causes and resolve where able
• Be able to replicate support incidents and work with technical team to understand and resolve
• Function as a liaison between the internal technical teams and client application users where required

• Customer Relationship
• Provide US East Coast business hours live support for customers
• Management of client relationships and meetings around customer support

• Continuous improvement
• Manage and administer support related documentation, knowledge articles, FAQs, and Wikis
• Identify and document requirements for areas requiring improvement in the product / engineering stack

Who are we looking for:

• Fluency in English with excellent written and verbal communication. Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers
• Experience using a Customer Support Case management platform (e.g., Zendesk, Salesforce ServiceCloud, ServiceNow etc.)
• Ability to learn technology quickly, ideally someone with a technical background (computer science / engineering)
• Motivated, self starter, and very strong sense of ownership
• Good problem solver
• Organized and able to manage multiple projects / cases and priorities in parallel 

What We Offer:

• We hire adults and treat them as such. We are less interested in measuring working hours and vacation time, and more interested in productivity.
• You Control Your Own Destiny! The better you do in your role, the more career growth opportunities you create for yourself - get in at the ground floor of a true rocket ship
• Opportunities to learn from senior leaders that worked at companies like Google, Riot Games, TeleSign, Erasmus Network, and more!
• Team-building events throughout the year
• We invest in professional and formal training

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.