Customer Success Manager

4 days ago


Wilmington, United States Ohanafy Full time

We are seeking a dynamic and experienced Customer Success Manager to join our customer success team This pivotal role involves overseeing all aspects of customer support operations, ensuring excellent service delivery, and fostering a positive customer-centric culture. The ideal candidate will have at least three years of relevant customer-facing experience and strong leadership and communication skills. Perks and Benefits Stock Options Medical, dental, vision, and life coverage options Generous PTO And much more Ohanafy’s Core Values Trust Customer Success Speed Give Back Requirements REQUIRED A minimum of 3 years of work experience in a customer support role. Excellent interpersonal and communication skills. Understanding of customer support best practices. Analytical mindset with the ability to make data-driven decisions. Exceptional organizational and multitasking abilities. Ability and passion to deliver high-quality solutions to our customers. Responsibilities RESPONSIBILITIES Oversee day-to-day customer support activities and ensure timely and effective issue resolution. Work alongside the Head of Customer Success and other Ohanafy team members to take care of customers' needs and questions. Collaborate with team members to address customer inquiries, concerns, and escalations. Monitor and analyze customer support metrics to identify areas for improvement. Implement strategies to enhance customer satisfaction and streamline support processes. Evaluate and refine customer support processes to increase efficiency. Collaborate with cross-functional teams to identify opportunities for process optimization. Conduct Monthly and Quarterly Business Reviews (QBRs) with key stakeholders. Engage in internal product discussions, bringing customer feedback into actionable insights to help shape the product roadmap. Analysis of customer health score to achieve renewal targets. DESIRED Salesforce Certified Admin or ability to obtain within six months of employment. Ability to communicate and collaborate with others in a professional and respectful manner. Excellent verbal and written communication skills for technical and non-technical audiences. Collaboration, prioritization, and adaptability skills. Outstanding problem-solving skills and relationship building. #J-18808-Ljbffr



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