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Customer Success Manager
2 months ago
We are looking for a dedicated and results-oriented Customer Success Manager to join our team at Two Dots Inc. This role is essential in driving customer satisfaction and fostering product adoption within the residential property management sector.
Key Responsibilities- Team Leadership: Inspire and guide a team of Customer Success Associates, ensuring they deliver exceptional support services.
- Client Support: Oversee the resolution of customer inquiries and challenges, ensuring high-quality service delivery.
- Performance Analysis: Evaluate team performance metrics and implement strategies for enhancement.
- Retention and Growth: Identify potential risks and collaborate with the team to develop strategies for customer retention and expansion.
- Feedback Collection: Gather customer insights regarding our products and services, working with product teams to drive improvements.
- Issue Resolution: Manage escalated customer support issues, coordinating with relevant teams for swift resolution.
- Training Initiatives: Design and implement training programs for the customer success team to ensure proficiency in our offerings.
- Cross-Department Collaboration: Partner with other departments, such as sales and engineering, to address customer needs effectively.
- Knowledge Management: Maintain and enhance the support knowledge base, ensuring it is current and informative.
- Reporting: Provide regular updates to senior management on team performance, customer feedback, and retention metrics.
The ideal candidate will possess:
- A minimum of 3 years of experience in customer success or support roles, with at least 1 year in a leadership capacity.
- A strong understanding of B2B software solutions.
- Excellent communication and interpersonal skills.
- A proven track record of leading and mentoring teams.
- Strong analytical and problem-solving abilities.
- Experience with customer support tools and software.
- The capability to manage multiple priorities in a dynamic environment.
- Prior experience in multifamily property management is advantageous but not mandatory.
This is an onsite position. Compensation is competitive and includes equity grants in RSUs.
