Customer Engagement Manager

2 weeks ago

Washington, United States Goodshuffle Pro Full time
About Our Team:

At Goodshuffle Pro, we are transforming the events industry with innovative and user-friendly technology. Our team is a dynamic blend of event enthusiasts and tech aficionados, united by a common goal: to solve problems and empower our users. We take pride in our recognition as one of the best startups in the area and strive to create an inspiring workplace culture. As we continue to grow, we are eager to welcome a dedicated and values-driven individual to our team.

About the Position:

We are in search of a Customer Success Manager who will play a pivotal role in fostering strong relationships with our clients. This position focuses on ensuring the successful implementation and utilization of Goodshuffle Pro technology, driving value for our clients while promoting account growth and retention. You will collaborate closely with Sales, Product, and Customer Success teams to guide clients from initial engagement to becoming enthusiastic advocates for our brand. This role is crucial in representing our customers' interests and requires a strong commitment to achieving results and going above and beyond for our clients.

Key Responsibilities:
  • Act as a trusted advisor, providing exceptional support and consultative guidance through various communication channels including phone, email, video calls, and chat.
  • Effectively communicate the value of Goodshuffle Pro to users through a consultative approach, tailored education, and a positive attitude.
  • Encourage client adoption of new software features and educational resources while identifying upsell opportunities.
  • Address and resolve customer inquiries or issues related to business growth, product features, and overall account satisfaction, serving as the voice of the customer within the organization.
  • Analyze customer interactions to identify areas for improvement in Goodshuffle Pro's processes.
  • Collaborate with the Sales team to develop strategies for nurturing client relationships to enhance account growth and retention.
  • Lead cross-functional projects and initiatives that yield measurable business outcomes.
  • Mentor junior team members and interns as needed.
Essential Qualifications:
  • At least 4 years of professional experience in client success, account management, partnerships, customer service, or related fields, with a minimum of 2 years in a Customer Success role within a SaaS environment.
  • A strong customer-centric mindset with a genuine desire to help clients succeed.
  • Quick learner with the ability to grasp new technologies thoroughly.
  • Excellent verbal and written communication skills, with a strong command of grammar and spelling.
  • Ability to explain technical concepts to non-technical audiences with patience and clarity.
  • Proven solution-oriented approach to challenges.
  • High emotional intelligence and interpersonal skills to engage effectively with diverse personalities.
  • Strong persuasive skills and a positive outlook when reframing situations.
  • Willingness to give and receive constructive feedback.
  • Highly organized with keen attention to detail and effective time management skills.
Preferred Qualifications:
  • Bachelor's degree or equivalent experience.
  • Experience in events, sales, or education.
  • Background in managing or working with small to medium-sized businesses.
  • Familiarity with tools such as HubSpot, Intercom, JIRA, Excel, Google Sheets, or FullStory.
Benefits:
  • Comprehensive health care coverage (including dental and vision).
  • Unlimited paid time off.
  • 401k plan with matching contributions.
  • Commuter benefits.
  • Flexible work-from-home options based on performance and tenure.
  • A supportive and enthusiastic team environment.

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