Customer Success Manager
- Remote
- Orlando, Florida, United States
- $50,000 - $55,000 per year
- Enterprise
Job description
Company Overview:
Our success lies at the powerful intersection of people and technology. Bringing innovative training and education solutions to more than 2 million customers a year, Certus enables lifelong learners at every level — from trusted industry brands, such as Amazon, Siemens, Geico and Chick-fil-A, to individual learners seeking to enter, sustain or advance their careers. Our people come with a get-it-done spirit and a desire to impact a rapidly growing industry. Certus is committed to continuously evolving to ensure a culture where employees can be themselves, do their best work, and thrive, both professionally and personally. We choose to be a remote workforce so we can hire top talent regardless of location — all while empowering employees to work from wherever they choose. Innovative, brave, kind and diverse are defining traits of our team. Our talent is positioned in numerous roles, with opportunity for internal mobility, such as software engineers, instructional designers, creative writers, consultative sales professionals, innovative marketers and more.
Job Overview:
The Customer Success Manager provides front-line services to our newly acquired enterprise-level customers. Success Managers should embody the core values of the organization in all interactions with customers and consistently go above and beyond. This position owns the critical first step in the process of setting new customers up for long-term success with Certus’ products. Customer Success Managers are play an important role and are expected to present the organization in the best light possible.
Responsibilities:
- Gather customer information and assist in the initial setup/configuration of the client’s site.
- Coordinate and confidently lead live onboarding meetings with administrators of newly acquired clients. in an effective and timely manner.
- Become knowledgeable about available products and services and go the extra mile to engage customers.
- Proactively discover trends and escalate to management so that presentation materials can incorporate the topic.
- Develop materials to educate customers and other departments to better help customers serve themselves.
Job requirements
Requirements:
- 2+ years of experience in a technology on-boarding position (preferably SAAS)
- Strong public speaking skills in front of live virtual groups
- Problem solver who thinks on their feet and learns quickly
- Self-starter comfortable with taking initiative and finding answers to customer questions
- Great at multi-tasking/serial tasking, especially with changing priorities and interruptions
- Excellent active listening skills with a positive attitude, energy, and demeanor
- Excellent written and verbal communication skills
- Excellent organizational skills and attention to detail
- Accuracy in data entry required
- Demonstrable capacity for learning new software quickly
- Proficient with Microsoft Office Suite or related software
Performance Expectations:
- Consistently meet metrics for responding to customers in a positive, thorough, timely manner.
- Develop proactive customer-facing material about products and services so that over time less reactive customer support is required.
- Support business units to improve customer satisfaction
EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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