Customer Success Manager - Onboarding
November 11
Description
• At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows. • This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service. • We are looking for a PH-based full-time Customer Success Manager to join our growing team. • You will own the client relationships post onboarding and will be measured on Product Usage Metrics. • Lastly, ShiftCare is a company that is remote in its DNA. • This role will be remote but you must work Australian Eastern Standard time hours. • Be an expert in ShiftCare, so you can guide users and answer their questions. • Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero. • Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs. • Create content that makes it easier for clients to grasp complex concepts. • Pro-actively analyse customer product usage and evaluate account health. • Translate customer data into appropriate actions to drive feature adoption. • Communicate with clients about new features and product releases. • Effectively communicate customer feedback to ShiftCare Product team. • Cross-department collaboration is necessary. • Use data to identify growth and expansion opportunities.
Requirements
• 1-2 years of relevant experience in a related area, such as Customer Success or Account Management • Minimum of 1-year experience working in a Customer Success role at a SaaS company • Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow • Experience in conducting a EBRs and account reviews • Empathetic to customer needs, and serve as a trusted adviser • Be hungry, quick to learn, and quicker to execute • Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely • Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years • Detail-oriented. Keeping track of notes in our CRM is a must • Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results. • Startup experience of 1 to 3 years • Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero.
Benefits
• Fast-track Growth: • Job Security: • Professional Development Opportunities: • Remote Work:
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