Remote Global Customer Success Manager - Cloud ERP

Yellow Labs Software dba CustomBooks

Oregon

Hybrid

USD 85,000 - 90,000

Full time

8 days ago

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Job summary

Yellow Labs Software dba CustomBooks is seeking a Customer Success Manager to lead our global Cloud ERP customer success practice. You will guide onboarding, adoption and retention, while identifying upsell opportunities and ensuring teams meet SLAs. You will mentor a distributed support staff and partner with Product, Operations and Finance.

You will become the trusted advisor for customers, drive health, and collaborate across departments to maximize value and revenue from CustomBooks.

Qualifications

Knowledge of business processes (sales, purchases, distribution, inventory, ecommerce, banking, business and financial reports).
Knowledge of accounting preferred.
Experience managing a diverse and remote team of at least four+.
Strong problem solving and troubleshooting skills for business operations.
Experience with Zoho Desk or other Support Desk platform required.
Preferred: Atlassian Jira and Confluence, Slack, Asana, Zoom.
Bachelor Degree in Business, or related degree Required.
MBA or CPA preferred.

Responsibilities

Lead the Customer Support team in helping customers resolve issues.
Monitor performance, train and mentor Support Agents.
Suggest and implement process improvements to enhance efficiency and scalability.
Handle higher level support issues, onboarding and training as needed.
Meet SLA times and lead the weekly Support Team meetings.
Attend Product meetings and provide feedback to help develop the best solution.