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Manager, Customer Success Specialist Team
2 months ago
Relay , a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters.
Relay is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce.
We are currently seeking a Manager, Customer Success Specialist
Team that will thrive in a scrappy start-up environment where new standards are still being set. Do you want to help mold and improve the customer experience from trial to ongoing support? Join us and you can help create the playbook while delivering results directly with customers.
Frontline workers are the lifeblood of our economy and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights.
Here at Relay, we've designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – and we’re disrupting the handheld radio industry for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities and are expanding our operations team to support this growth.
We are currently seeking a Manager for our Customer Success Specialist Team who will thrive in a dynamic start-up environment.
This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office, 2 days remote, and will involve approximately 20% travel.
Primary Responsibilities
Empower the team to proactively support their portfolio of customers and expand their product usages. Support the team in ongoing product training, customer education, and overall system and process knowledge
Act as a point of contact for team on any platform related questions/concerns, bubbling up any widespread issues, or improvements that could be made to improve customer or team experience
Proactively identify, create, and improve processes and supporting documentation, inclusive but not limited to new hire onboarding, ongoing product updates, SMB customer journey and overall resource building for the team’s ongoing development
Stay close to customers within the CSS/SMB team portfolios to develop an understanding of their needs, use cases, and pain points. Effectively communicate trends in customer needs to company leadership
Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash (dashboard), and service/connectivity options
Help team identify and communicate opportunities for upsell of additional Relay products
Work cross-functionally to triage and serve as the voice of the customer and the CSS team to ensure that the wide variety of needs are being met
Monitor analytics and reporting for your team’s portfolio and help team escalate plans with customers whose performance or engagement falls below target metrics and help ensure proper traction and adoption to process
Serve as an escalation contact for issue resolution, support, and training with Customer Success Specialist team members and new hires
Iterate on key learnings and playbooks within the Customer Success Specialist portfolio and provide feedback and key updates to the Director of Customer Success
Responsible for managing and guiding the Customer Success Specialists including setting team objectives/goals, providing coaching and mentoring, conducting performance evaluations, and fostering a positive and productive team culture
Required Qualifications
Bachelor’s Degree in Business or a related field is preferred
3+ years experience in a Customer Success Manager role and/or Account Management in a B2B/B2C environment
1+ years experience in a people leadership role
An A-player and high-achiever who is passionate about customer success and hungry to excel
Strong critical thinking skills and ability to work proactively
Deeply analytical: can use data to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
Identifies gaps, provides solutions, and can drive on implementing the solutions proactively
Can drive on multiple initiatives at the same time and comfortable with task switching
Self driven work ethic and strong organizational skills
Proven track record of successfully building and supporting relationships with all levels of seniority
Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
Ability to thrive and react to changing business needs within a startup environment
Ability to travel 20% of the time
Preferred Qualifications
Knowledge and experience using and supporting enterprise software
Experience with CRM and customer success platforms (bonus points for experience with Zoho and Totango)
Experience working at a series-a or earlier stage startup
About us: company, culture & perks:
We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (best work in my life).
It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. At Relay, we offer...
100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
Generous Paid Time Off
401(K) Savings Plan + Company Match
Baby Cash Reward + Paid Parental Leave
Annual credit towards items that promote productivity and/or wellness. This includes smartphones, fitness trackers, gym/fitness memberships, workout equipment and more.
Free Snacks and Fun Times
Latest tech, standing desks, and all the accessories and software you need to succeed in your role
About us: company, culture & perks:
First and foremost our culture hinges on growth, impact, and connection where Relayers can do the best work in their lives.
It's truly amazing what happy, engaged team members can achieve. Our ever-evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.
At Relay, we offer...
100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits
Generous Paid Time Off
401(K) Savings Plan + Company Match
Baby Birth Cost Assistance + Paid Parental Leave
Wellness/connection perks and benefits-annual credit towards a phone, fitness tracker or other workout equipment
Free Snacks and Fun Times
Latest PCs/Macbooks, standing desks, and all the accessories and software you need to succeed in your role
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