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Customer Success Manager

 

Customer Success Manager

As a member of the Customer Success department, the Customer Success Manager develops and maintains client relationships through successful onboarding and adoption of our unique marketing analytic software.   

Wicked Reports is the leader in actionable ecommerce attribution analytic software. Established in 2015, Wicked Reports’ SaaS application provides small and medium market businesses with attribution data to optimize ad spend and increase return on investment. Wicked Reports integrates with numerous CRM, marketing, ecommerce, and order management platforms.

To learn more about Wicked Reports, read our origin story at: https://www.wickedreports.com/our-story

Responsibilities - what you’ll do:

  • Project manage clients during the onboarding process by conducting setup, data analysis, and technical troubleshooting conference calls.
  • Provide customer support for a designated list of 75 to 150 clients as assigned in your book of business.
  • Proactively engage with existing adoption clients throughout their lifecycle to promote customer relationships and guarantee satisfaction with our product. 
  • Develop a deep understanding of our custom application features and solutions to ensure clients are leveraging the platform’s functionality to its fullest potential. 
  • Analyze marketing attribution data and advise clients on how to take action in their marketing campaigns through various playbook options.
  • Monitor client usage and health to track adoption, opportunities for optimization, expansion, and at-risk early warning signs. 
  • Determine the client’s marketing goals and collaborate on strategic plans while ensuring that clients derive maximum value from their investment and fully utilize the services on an ongoing basis. 
  • Deploy a comprehensive engagement and communication strategy that maintains high customer satisfaction, while identifying client challenges and guiding to appropriate solutions.
  • Empathize with every aspect of the customer experience, while placing the clients’ needs first.
  • Resolve client issues, verify that legendary customer service is being provided, and look for long-term problem resolutions.  
  • Provide timely feedback to management regarding service failures or customer concerns.
  • Lead by example with excellent communication and customer service skills while using analytics to measure results.
  • Maintain the highest level of professionalism when scheduling and attending daily client meeting commitments.
  • Ensure a timely and high-quality communication flow, including Hubspot and email communication updates, with clients and teammates.
  • Help develop and update training documentation, playbooks, presentations, and content that will assist with onboarding new clients and provide continued value to all customers. 
  • Assist with the training and development of new internal staff.  
  • Work closely with our sales, product, marketing, engineering, support, and development teams to prioritize the customer experience and functionality of our application.
  • Present an enthusiastic, creative, and helpful demeanor to assist with the development, strategic planning, and promotion of customer support and platform development.
  • Demonstrate flexible and efficient time management with the ability to prioritize workload.
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Skills & Qualifications - who you are:

  • 1+ years of experience in a client-facing role (Customer Success, Client Services, Account Management, or similar), preferably in a SaaS or software company. 
  • Ability to manage and prioritize a high volume of clients while staying focused on consistently exceeding goals.
  • Experience maintaining valuable and outcome-based relationships with a diverse book of business.
  • Able to manage multiple complex client issues simultaneously.
  • Detail-oriented with excellent project and time management skills. 
  • A motivated self-starter with an understanding of key customer success concepts.
  • Project management experience with onboarding new customers.
  • Possess a passion for working with and training customers. 
  • Exceptional written & verbal communication skills with experience communicating through email, Zoom, and Slack.
  • Familiarity with marketing concepts, website design, coding, and internet marketplace.
  • Prior usage of Google suite and workplace.
  • Experience working with a broad range of customer success tools, including but not limited to Hubspot, or similar systems.
  • Adept at building credibility and trust with customers and internal stakeholders, especially when necessary to keep poise under pressure.
  • The ability to explain technical subjects to non-technical personnel.
  • Experience creating help documentation in both written and video formats.
  • Excellent critical thinking, problem-solving, and analytical skills.
  • Embraces challenges and change, and commits to getting better every day.
  • Strong interpersonal skills and experience building strong relationships. 
  • Proven track record of highly-professional customer service in a fast paced, dynamic environment. 
  • Resourceful, results-driven, and able to pick things up quickly.
  • Passionate about technology and being a part of a fast-growing SaaS company.
  • On occasion, must be willing and able to work non-traditional hours to support Zoom meeting needs for our international clients.
  • Bachelor’s Degree.

 

Perks & Benefits

  • 100% remote work environment.
  • Competitive salary based on experience.
  • 401k to help you save for the future.
  • Flexible paid time off, holidays, and sick days.
  • Health insurance reimbursement.
  • Eligible for equity grants after trial period.
  • Opportunities for professional growth and development.

Apply Now

 

Sound like you? Apply Today.