Customer Success Manager

2 weeks ago

Lehi, Utah, United States Weave Full time
Job Overview

We are in search of a dynamic and proactive Product Enhancement Specialist to join our Customer Success division. The successful candidate will be instrumental in helping our clients derive optimal value from our offerings post-onboarding. This role emphasizes proactive outreach to clients, addressing their immediate needs, and ensuring they quickly recognize the benefits of specific features that demonstrate an early return on their investment.

This position operates in a hybrid model, requiring 2-3 days in the office each week.

Key Responsibilities
  1. Post-Onboarding Engagement:
    • Initiate proactive outreach to clients right after onboarding to facilitate a seamless transition to Weave's time-to-value features.
    • Address any inquiries or concerns clients may have following onboarding.
    • Provide tailored guidance and support to assist clients in effectively utilizing the product through specific features, ensuring a swift return on investment.
  2. Customer Success Strategy:
    • Collaborate with clients to establish their initial success metrics and objectives.
    • Craft customized action plans to aid clients in achieving their immediate goals.
    • Share best practices and insights to maximize the utilization of our products.
  3. Issue Resolution:
    • Identify and resolve any early challenges or obstacles clients encounter.
    • Work closely with support and product teams to ensure prompt resolution of client issues.
    • Escalate critical concerns to senior team members when necessary.
  4. Feedback and Insights Collection:
    • Gather feedback from clients regarding their initial experiences and relay insights to the product team.
    • Identify common client challenges and work on enhancing the onboarding and post-onboarding processes.
    • Utilize client feedback to continuously refine engagement strategies.
  5. Relationship Development:
    • Establish strong, enduring relationships with clients to promote loyalty and retention.
    • Act as a trusted advisor, ensuring clients feel valued and understood.
    • Conduct follow-up communications to assess client progress and satisfaction.
Qualifications
  • Experience in customer-facing roles within the software industry, particularly focused on small to medium enterprises (customer service, customer success, or account management).
  • Outstanding interpersonal communication abilities.
  • Capability to build rapport and credibility with clients across all organizational levels.
  • Analytical mindset with the capacity to interpret usage data and translate it into actionable insights.
  • Effective problem-solving skills and the ability to manage and resolve conflicts.
  • Results-oriented and customer-focused with a proven track record of enhancing customer retention and growth.
  • Demonstrated ability to identify innovative solutions to improve team and organizational processes.
  • Proficiency in Salesforce, Zendesk, Zoom, and internal tools such as PDS, WAM, and Google Workspace.

Weave is committed to fostering a diverse and inclusive workplace. We welcome individuals who are eager to learn, solve problems, and advance, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally protected characteristics.

All official communications will be conducted through Weave-branded email. We will never request personal financial information, ask you to cash checks, or require you to purchase software or equipment as part of the interview or hiring process. If you have any concerns, please reach out to us for verification.

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