Customer Success Manager - Remote | WFH - Get It Recruit - Hospitality
Farmington, UT 84025
About the Job
Join our dynamic team in an exciting role designed to elevate customer satisfaction and engagement. We are on the hunt for a passionate Customer Experience Manager to champion our commitment to exceptional service, particularly within the mid-market segment of our business. This pivotal position will be instrumental in nurturing our customer relationships, ensuring they receive maximum value from our cutting-edge lending software solutions.
**Your New Role:**
As the Customer Experience Manager, you'll act as the main liaison for our mid-market clientele, meticulously understanding their unique requirements and hurdles. Your mission will be to deliver a seamless journey from the initial onboarding to continuous support, all while spotting opportunities to enrich their experience through upselling and cross-selling when it aligns with their needs.
**What You'll Do:**
- **Customer Onboarding**: Craft and refine onboarding processes to smoothly transition new customers, tailoring each plan to meet their distinct needs.
- **Proactive Outreach**: Initiate regular check-ins and strategic outreach to maintain satisfaction and address potential issues before they escalate.
- **Customer Training**: Facilitate comprehensive training sessions and resources, enabling customers to fully leverage our product suite.
- **Issue Resolution**: Address and resolve customer concerns swiftly, ensuring minimal disruption and a positive resolution experience.
- **Feedback Collection**: Implement feedback gathering methods to continuously improve our products and services based on customer insights.
- **Upselling and Cross-Selling**: Analyze usage and needs to identify additional value-adding services for our customers.
- **Customer Health Monitoring**: Utilize KPIs and metrics to gauge customer satisfaction and act preemptively to mitigate churn.
- **Documentation and Reporting**: Keep meticulous records of customer interactions and compile reports to inform strategic direction.
- **Customer Advocacy**: Develop relationships that transform satisfied customers into brand champions.
- **Cross-Functional Collaboration**: Work alongside various teams to align on customer success initiatives and product enhancements.
- **Scalability Planning**: Innovate and implement scalable processes to handle an expanding customer base efficiently.
**Who You Are:**
- A seasoned professional with a background in Customer Success or Account Management, preferably in the SaaS domain.
- An exceptional communicator with superb interpersonal flair.
- A problem-solver with a keen analytical mindset.
- Knowledgeable in financial services, with loan management experience being a significant plus.
- Committed to delivering outstanding customer service and maintaining ethical client relationships.
- Self-motivated, deadline-oriented, and capable of managing initiatives with minimal oversight.
- Proficient in G Suite, MS Office, and industry-relevant software.
**Why You'll Love Working With Us:**
- Attractive salary and benefits, including comprehensive health coverage and a 401(k) with company matching.
- Ample paid time off to relax and recharge.
- A well-stocked breakroom and a lively office ambiance.
- A chance to significantly impact our ongoing growth and success.
- A culture that prioritizes innovation, learning, and a value-driven approach to business.
- A world of opportunities for personal and professional development as we scale new heights together.
Employment Type: Full-Time
Salary: $ 60,000.00 100,000.00 Per Year
**Your New Role:**
As the Customer Experience Manager, you'll act as the main liaison for our mid-market clientele, meticulously understanding their unique requirements and hurdles. Your mission will be to deliver a seamless journey from the initial onboarding to continuous support, all while spotting opportunities to enrich their experience through upselling and cross-selling when it aligns with their needs.
**What You'll Do:**
- **Customer Onboarding**: Craft and refine onboarding processes to smoothly transition new customers, tailoring each plan to meet their distinct needs.
- **Proactive Outreach**: Initiate regular check-ins and strategic outreach to maintain satisfaction and address potential issues before they escalate.
- **Customer Training**: Facilitate comprehensive training sessions and resources, enabling customers to fully leverage our product suite.
- **Issue Resolution**: Address and resolve customer concerns swiftly, ensuring minimal disruption and a positive resolution experience.
- **Feedback Collection**: Implement feedback gathering methods to continuously improve our products and services based on customer insights.
- **Upselling and Cross-Selling**: Analyze usage and needs to identify additional value-adding services for our customers.
- **Customer Health Monitoring**: Utilize KPIs and metrics to gauge customer satisfaction and act preemptively to mitigate churn.
- **Documentation and Reporting**: Keep meticulous records of customer interactions and compile reports to inform strategic direction.
- **Customer Advocacy**: Develop relationships that transform satisfied customers into brand champions.
- **Cross-Functional Collaboration**: Work alongside various teams to align on customer success initiatives and product enhancements.
- **Scalability Planning**: Innovate and implement scalable processes to handle an expanding customer base efficiently.
**Who You Are:**
- A seasoned professional with a background in Customer Success or Account Management, preferably in the SaaS domain.
- An exceptional communicator with superb interpersonal flair.
- A problem-solver with a keen analytical mindset.
- Knowledgeable in financial services, with loan management experience being a significant plus.
- Committed to delivering outstanding customer service and maintaining ethical client relationships.
- Self-motivated, deadline-oriented, and capable of managing initiatives with minimal oversight.
- Proficient in G Suite, MS Office, and industry-relevant software.
**Why You'll Love Working With Us:**
- Attractive salary and benefits, including comprehensive health coverage and a 401(k) with company matching.
- Ample paid time off to relax and recharge.
- A well-stocked breakroom and a lively office ambiance.
- A chance to significantly impact our ongoing growth and success.
- A culture that prioritizes innovation, learning, and a value-driven approach to business.
- A world of opportunities for personal and professional development as we scale new heights together.
Employment Type: Full-Time
Salary: $ 60,000.00 100,000.00 Per Year
Source : Get It Recruit - Hospitality