Customer Success Specialist

6 days ago

Orem, Utah, United States Fishbowl Full time
About Fishbowl

Fishbowl is a leading provider of manufacturing and warehouse management software for small, medium, and enterprise-sized businesses across various industries. Our mission is to deliver exceptional software, service, training, and support to our customers, enabling them to grow and scale their operations. We are passionate about helping business owners succeed and make it easier for them to focus on what they love most - running their business.

To support our mission, we have partnered with Diversis Capital to invest in Fishbowl's growth and market scale. We are developing exciting new cloud-based products that will continue to surprise and delight our customers. We also have plans to expand our efforts internationally and build a globally oriented team that will enable us to scale our operations and future market growth potential.

The Opportunity

We are seeking an Implementation Project Manager to guide our customers through the setup, training, and successful usage of Fishbowl and its supplemental products in their daily business operations. As an Implementation Project Manager, you will be responsible for managing customer expectations, providing support and knowledge, and ensuring a best-in-class customer experience. You will work closely with our customers to ensure they are prepared to successfully use Fishbowl software as quickly and efficiently as possible.

Responsibilities
  • Manage 15-20 Fishbowl customers through successful implementation of our software within 60 days or less
  • Create and execute on Go Live Plan, including communication of customer responsibility due dates via kick-off call
  • Maintain customer engagement through weekly check-ins, ensuring progress on their Go Live Plan by answering questions, addressing concerns, and conducting onboarding training
  • Collaborate with Account Managers and Customer Support to facilitate best-in-class customer lifecycle management
  • Establish data hygiene on customer files in Salesforce, verifying project status, updates, trainings, and details of customer communication
  • Administer customer training account through Brainstorm and conduct follow-up as needed
  • Facilitate third-party integrations (QuickBooks, Sharpe, SPS, etc.)
Required Qualifications
  • 1-2 years of customer service or account management experience
  • Intermediate-advanced proficiency in Microsoft Suite (Excel & Outlook)
  • 1+ years of project management experience
  • Strong communication skills, both verbal and written, strong interpersonal skills, and demonstrated attention to detail
  • Ability and desire to deliver results through a high-energy, can-do attitude, comfortable working in a fast-paced and autonomous environment
  • General accounting and QuickBooks knowledge
Preferred Qualifications
  • 1-2 years of experience in training or implementation in a tech/software company
  • Project Management Certification or deep understanding of change and project management
  • Warehousing and inventory knowledge
  • Familiarity with report writing and database structure
Benefits
  • Flexible PTO policy with no accrual needed, allowing employees the time they need away from work
  • Multiple healthcare options to choose from, including PTO and HSA options with matching company contributions to an employee's HSA account
  • Paid parental leave
  • 401K matching
  • On-site gym, company-paid lunches, fully stocked snack bins, and refrigerators in the office
  • Generous anniversary gifts for all employees every year on their anniversary date

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