Customer Success Manager IV

2 months ago

Santa Monica, United States BCforward Full time

Customer Success Manager IV

BCforward is currently seeking a highly Customer Success Manager IV for a Remote opportunity

Position Title: Customer Success Manager IV

Location: Santa Monica, California (Remote)

Anticipated Start Date: 10/8/2024

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 12 Months

Job Type: Contract (>%3D30 HRS WEEKLY) (Remote)

Pay Range: $75 - $82

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

  • The Developer Success Manager is responsible for coordination and execution of a program aimed to provide support to Developers on the Client Horizon platform.
  • Everyone is an owner on the team, so running a program or project also includes tracking and monitoring of project progress with regards to deadlines and needs, assisting in scheduling and logistical coordination, communicating frequently with team members and management, writing summaries, and sending status updates.
  • This is an exciting opportunity to support 3rd parties (big name partners) by providing education and support regarding critical non-technical issues.
  • The project ultimately supports the success of the developers in the ecosystem, ensuring they have the necessary information they need to ensure safe and positive experiences for users.
Job Responsibilities:
  • Support various projects and programs aimed at improving operations and understanding of compliance requirements for third parties
  • Support the Program Manager with problem solving, providing guidance, access to necessary tooling
  • Work closely with 3P Vendors to provide support, meet quality assurance, provide training, and ultimately execute the program
  • Understand gaps and support in determining solutions, guiding decision-making conversations and then leading implementation of best solutions
  • Admin: coordinate deadlines on all deliverables, assists in coordinating schedules, take notes in meeting and updating roadmaps, accordingly, keeping clear record of dependencies, deadlines, and monitoring progress against those deadlines
  • Monitor, assess, and communicate regulatory changes, emerging compliance risks and trends and new self-serve features to key partners and stakeholders.
  • Assist business, operations, and other key stakeholders in responding to escalations from leads by conducting, compiling, and presenting research as required.
  • Assist with measuring and reporting progress of program, identifying areas of improvement and driving projects focused
Skills:
  • Works well independently and is a strong team player
  • Previous program management, customer service experience, account management, compliance and/or operations experience
  • Excellent verbal and written communication skills, experience writing up short and concise posts, longer docs and making presentations, as well as verbally explaining complex requirements
  • Comfortable leading meetings with key strategic partners and troubleshooting any issues
  • Ability to present updates in large team meetings
  • Computer knowledge and various programs such as google suite, excel, project management tools like Asana
  • Any previous experience working with developers, clients, third parties, integrity, compliance would be helpful in this role
Education/Experience:
  • Bachelor's degree in a technical, liberal arts or business-related field
  • Experience in tech (preferred)
Day-to-Day Responsibilities:
  • High level, will be working daily with the strategy lead of developer support, they are an FTE who are also just taking on this scope
  • Everything that is not technical, the candidate will be supporting administrative, pricing, tooling, rock steady, compliance issues that come from developers. A vendor team that will be working on the tickets, but we need to set up the process. Set a journey for the developer, figure out the end-to-end journey for support in non-technical questions
  • They have worked with CRM's, salesforce and understand customer support and flows, QA measurement and factors
  • Could be escalations, the CW will need to deal with external vendors and clients, candidate feels comfortable to resolve those issues for folks
  • Strong ability for verbal communication as well.


Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 229733 when responding to this ad.

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