Customer Success Manager

Résumé du poste

The Customer Success Manager acts as the primary point of contact for resolving technical client issues and managing support cases. They collaborate with internal teams to identify product bugs, mentor clients on feature usage, and contribute to the company knowledge base.

Détails du poste

As a Customer Success Manager your top priority is to communicate and solve our client’s technical problems. This communication can be through email, help desk tickets, phone, social media, forums and even smoke signals, if required. The individuals at Traction who thrive in this role view solutions from a holistic point of view. They’re advocates for their clients and they have an ingrained sense of curiosity. They put the team ahead of themselves and are driven to have a huge impact on the results of the company. Who we are At Traction Complete, we empower our customers with great technology. Built on the Salesforce platform, we enable some of the world's largest companies, like Zoom, to deliver exceptional services and achieve their missions. At our core, we are driven by a strong desire to support and uplift our clients. Traction Complete has been honored as one of Forbes' Fastest Growing Companies in North America as well as the Great Place to Work for two years in a row. We take immense pride in our product development, outstanding customer service, and the strong relationships we build with our partners and clients. Community is at the heart of everything we do. We’re seeking individuals who are eager to join a dynamic team of engaged professionals who view business as more than just a means to generate revenue. We’re passionate about making a positive impact on our customers' lives through innovative solutions and genuine care. As part of our Traction team, you'll experience a strong sense of camaraderie. We support one another through challenges, celebrate each other's successes, and grow together in an environment where collaboration and shared achievements drive our collective success. If you're looking for a workplace where your contributions are genuinely valued and your growth is supported by a team that truly cheers you on, you've landed on the right page. What You Will Be Doing * Be the first line of response and the last line of resolution * See the world through the lens of a customer * Work with business development and product team to find bugs and squash them * Respond in a meaningful and quick manner * Manage outages and advocate the impact internally * Kill the notion that there’s a PEBMAC (Problem Exists Between Machine And Client) error * Teach and mentor clients with how to use our products better * Thrive in high-pressure situations and stay focused on finding solutions * Quick learner and a strong attention to detail for support case documentation * Contribute to the Traction knowledge base * Know when to own it or escalate it * Become a learning machine with the notion of understanding Traction Complete and everything that surrounds it * Establish an industry leading-low churn rate Team Player * Coordinate clients, service providers and internal team members * Ensure that all Traction teams have the correct information to successfully support clients * Efficiently and competently manage roadblocks What You Bring Tractionites come from a variety of backgrounds, and we are eager to find people that are from non-traditional backgrounds. Typically, we find that people are successful in this role when they have: * Certificate or degree in technology or computer science * 2+ years in a support, customer service or technical analyst role * Ability to think critically and analytically * Ability to multitask in a super fast paced environment * Ability to work independently and autonomously * Willingness and passion to quickly learn skills and knowledge that you don’t currently possess * Strong leadership skills * Desire to be the best at what you do and a part of something bigger than yourself * Training clients new and old (on new features) to increase product adoption * Some experience with Salesforce.com is a definite asset Compensation Our market data is refreshed on an annual basis to reflect the most current market conditions.The starting salary band for this role is $80,000 - $90,000. Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role. In addition to base salary, the total compensation package may include additional components such as equity and benefits. How to apply If you’re interested, so are we! Send your resume in PDF version our way, and we’ll reach out to you if we are interested in moving forward. We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. Please note, employment is contingent on successful completion of background and reference checks. The deadline to apply for this role is Monday, September 28th.

Ce que vous ferez

The Customer Success Manager acts as the primary point of contact for resolving technical client issues and managing support cases. They collaborate with internal teams to identify product bugs, mentor clients on feature usage, and contribute to the company knowledge base.

Exigences

Candidates must have a certificate or degree in technology or computer science along with at least 2 years of experience in support or technical analysis. Strong analytical skills, the ability to work in a fast-paced environment, and familiarity with Salesforce are required.

Compétences indiquées

• Travail d’équipe · Souhaitée
• Résolution de problèmes · Souhaitée
• Leadership · Souhaitée
• Documentation · Souhaitée
• Communication · Souhaitée
• Multitasking · Souhaitée
• Critical Thinking · Souhaitée
• Salesforce · Souhaitée
• Technical Support · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Success
• Technical Support
• Salesforce
• Problem Solving
• Communication
• Critical Thinking
• Analytical Skills
• Multitasking
• Leadership
• Client Training
• Documentation
• Teamwork
• Product Adoption
• Technical Analysis
• Customer Success Management
• Product Adoption Strategies
• Notion (Software)
• Curiosity
• Zoom (Video Conferencing Tool)
• Advocacy
• Quick Learning
• Salesforce Platform
• Business Development
• Customer Service
• Computer Science
• Equities
• Help Desk Support
• Innovation
• Market Data
• New Product Development
• Detail Oriented

Domaines d’emploi

• Customer Service & Support
• Software
• Technology
• Management & Leadership
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers