Customer Success Manager
December 10
Description
• Employment Type: Full-Time • Working Hours: EST Time Zone • About Pavago: Pavago is seeking a dynamic and experienced Customer Success Manager to join our client’s growing team. • Key Responsibilities: • Customer Onboarding: Manage and support the onboarding process for new customers, ensuring smooth integration and adoption of our software. • Monitor Onboarding Progress: Review the status of all customers in the onboarding process, ensuring that progress is on track. • Customer Support Inquiries: Respond to customer support inquiries that come in, particularly those from the previous evening. • Process Building & Improvement: Continuously assess the current onboarding processes, identifying gaps and consistent issues. • Customer Relationship Management: Establish strong relationships with customers, regularly checking in to ensure satisfaction. • Collaboration with Teams: Work closely with product, sales, and customer support teams to ensure alignment in customer needs. • Reporting & Documentation: Use tools like Excel and Google Sheets to track onboarding progress, customer feedback, and support tickets. • What Makes You a Perfect Fit: At least 2-4 years of experience in customer success or onboarding, preferably in a software environment. • A typical day will involve working closely with customers to ensure their onboarding is progressing smoothly. • Interview Process: Video Interview, Final Interview, Background Check. • Ready to Apply? If you are excited about driving customer success, have experience in onboarding, and are eager to build better processes to elevate customer experiences, we’d love to hear from you!
Requirements
• Customer Success Experience: At least 2-4 years of experience in customer success or onboarding, preferably in a software environment. • Process-Oriented: Strong ability to assess existing processes, identify gaps, and create effective solutions to improve the overall onboarding and customer experience. • Tech-Savvy: Comfortable with tools such as Excel, Google Sheets, Slack, and email. • Customer-Centric: A passion for delivering exceptional customer experiences and resolving issues in a professional, empathetic, and timely manner. • Problem-Solving: Ability to analyze customer challenges, offer creative solutions, and streamline processes to reduce common issues. • Communication Skills: Excellent written and verbal communication skills. • Team Player: Ability to collaborate with cross-functional teams to improve internal processes and deliver a seamless customer experience. • Software Proficiency: Experience with customer success software, CRMs, and communication tools (e.g., Aircall, Slack, Google Sheets, Excel). • Process Improvement: Experience in identifying, documenting, and improving internal processes for customer onboarding or customer success. • Analytical Skills: Strong ability to analyze data and identify trends that can help improve customer outcomes.
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