Customer Success Manager

We are currently looking for a Customer Success Manager for a remote role in the United States, preferably central time zone.

As a Customer Service Manager at ThisWay Global, you will play a pivotal role in ensuring our customers have a positive and seamless experience with our products and services. Your primary role will be in managing the current team of Customer Support and Implementation specialists.  

You and your team will serve as the frontline contact for onboarding customers, addressing inquiries, resolving issues, and delivering exceptional support. Your expertise with Learning Management System (LMS) tools and internal guide creation will be crucial in enabling our customers to effectively use our offerings. In addition, you will collaborate with our Product team to identify bugs and submit feature requests, and with our Sales Team to provide feedback.

Responsibilities -   Supervise and execute:

• Provide training and guidance to your team members, while leading by example in the following tasks.
• Provide prompt, friendly, and professional customer support via various communication channels, including phone, email, and chat.
• Address customer inquiries, troubleshoot issues, and resolve problems to ensure a high level of customer satisfaction.
• Utilize our LMS tools to assist customers in navigating our platform, troubleshooting technical challenges, and maximizing their learning experience.
• Collaborate with internal teams to gather information, troubleshoot complex issues, and ensure timely resolution of customer concerns.
• Proactively identify opportunities to improve the customer experience, streamline processes, and enhance internal guides and resources.
• Create and maintain comprehensive internal guides, tutorials, and documentation to aid customers and colleagues in effectively using our products and services.
• Assist with onboarding and training new company accounts, ensuring a smooth transition and optimal understanding of our offerings.
• Stay up-to-date with our products, services, and industry trends to provide accurate and informed assistance to customers.
• Document customer interactions, issues, and resolutions accurately within our CRM system.
• Participate in training sessions to enhance your product knowledge and customer service skills.

Requirements

• Previous experience in a customer service manager role, preferably in a startup or fast-paced environment.
• Proficiency with Learning Management System (LMS) tools, including hands-on experience with user navigation, troubleshooting, and support.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to customers.
• Demonstrated ability to build and maintain internal guides, documentation, and resources.
• Excellent problem-solving skills and a proactive approach to addressing customer needs.
• Exceptional organizational skills and attention to detail, especially in documentation and process improvement.
• Ability to thrive in a collaborative team environment and effectively communicate across departments.
• Adaptability to evolving processes and willingness to embrace new technologies and tools.

• Experience with SalesForce, ZenDesk, Google Suite, GuideCX.
• Recruiting experience or familiarity with HR processes.
• Thrives in a fast-paced, always-changing startup environment.

Benefits

• Join a dynamic startup environment where your contributions make a significant impact.
• Competitive compensation package with opportunities for growth and advancement.
• Collaborative and supportive team culture that values innovation and creativity.
• Health benefits.
• 401K Plan
• Equity Share Plan
• Unlimited PTO (With management approval)
• Fully Remote Company. Some travel to attend meetings is required.

If you are a proactive, customer-focused professional with experience in LMS tools and internal guide creation, and you're excited about assisting with onboarding and training new company accounts, we encourage you to apply.