Technical Customer Success Manager


Technical Customer Success Manager with Marketing Experience

We are looking for a technical customer support manager to join our growing team. This is a unique opportunity to learn marketing analytics technology, interact with unique successful customers of ours, and be able to impact our future direction with collected customer feedback and your experiences with our software.

CSM Responsibilities
  • Conduct setup calls, data analysis calls, and technical troubleshooting calls with clients
  • Provide Customer Support for a designated list of clients as assigned by the Director of Customer Success
  • Proactively outreach to clients assigned to you to keep them engaged
  • Analyze marketing attribution data and advise clients on how to take action in their marketing campaigns following our Wicked Reports Playbook
  • Work with the development team and clients to resolve bugs
  • Project manage onboarding and assigned clients throughout the entire onboarding process
  • Review Wicked Reports email and ensure timely and high quality email communication flow with clients and Wicked Reports teammates
  • Review daily calendar commitments, meetings and scheduled calls to ensure day is productively properly mapped out to ensure commitments are met
  • Assist new clients with account set-up requirements and address any questions that clients may have

Why Wicked is Hiring for this Role
To ensure we are staffed properly to provide professional, high quality and timely service & support to our new and existing clients. Expand capacity to be positioned to quickly respond to client problems, questions and concerns. Reduce client frustrations when they are struggling and provide information to strengthen their knowledge base. This makes our clients happy. As an outcome, they realize higher value from the Customer Support that they receive.

  • Assist with new client onboarding, set-up calls and data calls
  • Respond to troubleshooting issues via email with clients
  • Project manage clients in onboarding
  • Assist with help doc development and updating
Salary, 401k, paid vacation, health insurance and equity grants after trial period. Flexible work environment. Preferably based in Boston or surrounding areas but job is telecommute so any location is acceptable for an exceptional candidate.

Apply here: https://www.haystackpro.com/job/ac900396c4fec/6117d415a554d


Sound like you? Apply Today.