Customer Success Manager

Start Date: ASAPType of Contract: Full Time EmploymentWork Set Up: Permanent Remote / Work-At-HomeEquipment Provision: Company ProvidedSchedule: 8:00 AM to 5:00 PM Eastern US Time, Monday-Friday (3:00 PM - 12:00 AM Romania Time)
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.  
About the Role: As a Customer Success Manager, your primary responsibility will be to cultivate strong relationships with our B2B clients, ensuring their successful onboarding, product adoption, and continued growth. Our client base primarily comprises higher education institutions, but you'll also have the opportunity to work with nonprofit organizations, government agencies, and corporate clients.
If you're someone who thrives on ensuring customer satisfaction, takes pride in becoming a product expert, excels at building meaningful client relationships, and has experience handling escalated chat support tickets and emails from support, this role might be an ideal fit for you.

What does a day in the life of a Customer Success Manager look like?

• Onboarding and Training: Assist new customers in effectively onboarding and provide training to their staff on how to use client tools.
• Customer Journey: Ensure that clients achieve their objectives by guiding them through the customer journey process.
• Data-Driven Insights: Provide valuable insights to customers by pulling reports, analyzing data, and helping them understand the significance and impact of this data on their objectives.
• Customer Advocacy: Develop and nurture customers into advocates who are enthusiastic about our products.
• Educational Webinars and Outreach: Conduct educational webinars and outreach activities to engage and educate clients.
• Handling Escalated Support Tickets and Emails: Address and resolve escalated chat support tickets and emails from our support team, ensuring prompt and effective solutions to customer issues.
• Annual Reviews and Renewals: Conduct annual reviews and manage account renewals.

What are the required qualifications of a Customer Success Manager?

• Must have a high school diploma or equivalent, college degree preferred
• Must be 18 years of age or older
• 6 months to a year of experience as a CSM 
• Proficient in Google or MS applications
• Excellent communication skills, both verbal and written

What key competencies would make you a successful candidate in this role?

• Customer-Centric Mindset: Putting the customer first is paramount. Being empathetic, responsive, and dedicated to ensuring customer success is crucial.
• Communication Skills: Excellent verbal and written communication skills are vital for explaining complex concepts, conducting webinars, and providing clear guidance to customers.
• Problem-Solving: Strong critical thinking and problem-solving abilities are necessary to address customer issues and find creative solutions to challenges.
• Relationship Building: Building and maintaining strong, trust-based relationships with clients is a core competency. This includes the ability to manage conflicts and difficult situations diplomatically.
• Data Analysis: Proficiency in data analysis is important for providing insights to clients and helping them understand the impact of our products on their goals.
• Cross-Functional Collaboration: Collaboration with other teams, such as Marketing, Sales, and Product, is essential to align customer success strategies with overall company objectives.
• Training and Education: The ability to effectively onboard and train clients and conduct educational webinars is critical for ensuring clients fully utilize our products.

Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. 
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.