ThisWay Global

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Customer Success Manager

ThisWay Global
  • 5000 - 6000 USD per Month
  • Full Time
  • Posted : 2 weeks ago

  • Support pre-sales efforts to include coordinating, preparing and delivering product demonstrations
  • Lead new customers through successful implementation/onboarding and adoption process to begin their ThisWay Global partnership with the utmost success.
  • Drive retention and growth by understanding customer’s business needs, using your expert knowledge of ThisWay Global products to drive value and aid in their success
  • Develop and maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as ThisWay Global advocates (e.g. testimonials, case studies)
  • Collaborate closely with Sales and Product to support pilot customers, renewals, and expansion opportunities
  • Rally resources across the ThisWay Global org as needed to support customer needs & drive growth

Customer Support
  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Administer product access rights and configurations, assisting with issue troubleshooting and isolation as needed
  • Assist with product QA by analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
  • Identify, gather, and share customer feedback & feature requests with Product to drive interactive development process
  • Maintain accurate records about technical issues and useful discussions with customers
  • Create product documentation, videos, and customer facing knowledge base articles
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
Requirements
  • Must be ok with traveling a few times a year.
  • Experience in Customer Success, Customer Support or similar role
  • Familiarity with Human Resources, Talent Acquisition, and/or Recruiting a plus
  • Passionate about tech with a high aptitude to learn quickly
  • Exceptional communication and problem-solving skills, highly organized, collaborative and revenue oriented
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Experience using Salesforce and Zendesk a plus
  • Comfortable working in a startup environment where you’ll wear multiple hats
Benefits
  • Health benefits
  • PTO
  • 401K

Skills
  • Customer Success
  • Customer Support
  • Customer Satisfaction
  • Customer Engagement
  • Communication
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