Customer Success Manager - Nonprofit

November 4

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Tatango

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SMS • SMS Campaigns • SMS Messaging • MMS Messaging • SMS Keywords

51 - 200

💰 $350k Seed Round on 2013-07

Description

• Tatango is the leading enterprise text message marketing company, enabling organizations to send high quality, timely messages to their subscribers. • The primary goals of the Customer Success Manager (CSM) position are to drive post-sale product adoption of features and improve customers’ overall usage of the Tatango platform. • The CSM is passionate about providing an outstanding experience for our customers. • The CSM will leverage a broad understanding of Tatango and the text message marketing industry to provide efficient customer assistance to Tatango customers, while delivering an exceptional customer experience. • The CSM will aid in the company’s customer retention by ensuring that customers are satisfied with the products and services they are receiving. • When issues or problems arise, the CSM will address the issue in a timely and effective manner. • The representative will value and nurture business relationships with clients, with the goal of retention and loyalty to the organization. • Educating customers on how to successfully build a texting program that returns an ROI to the nonprofit is a key aspect of the role. • The CSM ensures that our customers understand and experience the value of our products/services throughout the duration of the contract term.

Requirements

• A minimum of 5-10 years experience in a customer success, customer service or sales support role, working with nonprofit organizations • Detail-oriented and able to manage high-volume activities from multiple sources • Self-directed and proactive in a 100% remote environment • Outstanding written and verbal communication skills • BA or BS degree or equivalent experience • Candidates must possess a customer-focused mindset, be entrepreneurial spirited, showcase an ability to impact and improve customer outcomes • Ability to display highly developed customer service soft skills including empathy and relationship building skills • Exceptional verbal and written communication skills; must be able to resolve customer issues via phone and/or email • Excellent listening skills are required for success • Excellent troubleshooting/researching skills; ability to solve practical problems • Knowledgeable and proficient with Internet usage and terminology • Working knowledge of mobile devices • Attention to detail and accuracy is a must