Customer Success Manager

The Customer Success Manager is responsible for the success of partners after the point of sale and throughout their partnership with us . This includes set up, onboarding, account support, and facilitating renewals. They will also be in charge of all technical support activities to ensure a seamless experience for our partners. This includes resolving all technical support requests, creating support documentation, and coordinating with the Engineering Team to resolve Platform bugs and errors. 

Key Responsibilities

CUSTOMER SUPPORT (50% of the time)

• Technical Support:
• Manage technical support communications with Partner Organizations and effectively handle all cases via Zendesk chat
• Create and maintain Salesforce Cases from Zendesk to track and manage Case data within Salesforce
• Create external (Zendesk) and internal-facing (Google Drive) documentation regarding the Change Machine Platform
• Collect customer feedback to identify areas for improvement, work with the product development team to communicate these requests, and close the feedback loop with partners 
• Technical Support:
• Replicate and report issues that customers are observing  and forward them to the Engineering team for resolution
• Coordinate with the Engineering Team to release product updates and fixes

PARTNER SUCCESS (50% of the time)

• Onboarding and Offboarding
• Manage all installations of the platform
• Be the first point of contact for all partners, connect them to other team resources as needed, and maintain open communications throughout their subscription
• Facilitate participation of enterprise partners in their respective projects
• Account Management
• Manage bookkeeping for partners in our internal Salesforce CRM, ensuring all paid and sponsored partners are accurately accounted for in the system
• Support with community engagement events aimed at building our Community of Practice
• Monitor and analyze key performance indicators (KPIs) related to customer support and satisfaction. Ability to implement strategies to improve metrics.
• Renewals and Offboarding
• Oversee the renewal process by ensuring partners receive timely communications and addressing any questions/concerns they may have
• Manage all uninstallations and license deactivation processes

Requirements

Requirements

• Bachelor’s Degree required
• A passion for issues that impact working poor people
• 1-3 years of work experience required; at least 1 year of experience in a Product or Account Management related role (management, support/customer service, development, etc.)
• Technically adept - enjoys exploring and learning new software and systems
• Customer Focused - experience working with partners and lifting up the voice of the customer to the organization
• Problem Solver - able to build on their understanding of the platform to quickly debug issues and develop solutions
• Comfortable and confident presenting to audiences both online and in person
• Thrives in an entrepreneurial setting – flexible and adaptable
• Attention to detail, good written and verbal communication

Preferred

• 1-2 years of direct experience with Customer Service/Support or Account Management, preferably in the tech sector
• Familiarity with CRM systems, Salesforce in particular
• Experience with nonprofit or mission-oriented organizations

Benefits

Change Machine offers a competitive compensation package, including:

• Salary Range: $65,000 - $70,000
• Excellent Benefit Package including Medical, Dental, Vision, Life Insurance, 401(k), Commuter Benefits, FSA, and more
• Ample paid time off: Four weeks paid vacation accumulated during the year, plus 12 federal holidays

Remote working in the US available. To apply, please submit a resume and cover letter. Cover letters should be addressed to David Bautista, Chief Product & Technology Officer. Change Machine participates in E-Verify and will be using that to determine employment eligibility.

Change Machine is an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.