Customer Success Manager

illuno; Dallas (TX); Remote; USD 70,000 - 90,000; Full time

Job summary

A rapidly growing software provider is looking for an experienced Customer Success Manager to facilitate growth. The role involves establishing retention goals, assisting customers, creating training materials, and optimizing processes to enhance customer success initiatives. Strong communication and organizational skills are essential, with 3-5 years of relevant experience highly preferred. This is a fully remote position, although being based in Dallas, TX is strongly preferred.

Qualifications

• 3-5 years of experience in customer service or customer success position strongly preferred.
• Experience working with brand image and promoting value through customer experience.
• Ability to analyze and optimize existing processes in the Customer Success department.

Responsibilities

• Establish clear retention goals and process milestones for clients and employees.
• Assist customers with setting up and navigating programs or software.
• Review customer complaints and seek to improve customer experience.

Skills

Customer service experience

Exceptional communication skills

Ability to foster positive relationships

Technical skills for product use

Accountability

Job description

Here at illuno, we are a rapidly growing software provider in local law enforcement. We built a cutting edge marketplace platform to connect local businesses and communities with their local police departments for the staffing and managing of off-duty details.We are looking forexperienced Customer Success Manager to help us facilitate and accelerate the growth that we are experiencing.If you're dedicated, ambitious and up for a challenge, please don't hesitate to apply.

Responsibilities for Customer Success Manager

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Assist in creating training courses and educational materials for other members of the team and clients
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Qualifications for Customer Success Manager

• 3-5 years of experience in customer service or customer success position strongly preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Additional Information

• Fully remote position
• Being based inDallas, TX is strongly preferred.