Customer Service Manager

CADDI - Chicago, IL

Full-time - Mid Level

Chicago, IL

About the position

The Customer Service Manager at CADDi plays a vital role in ensuring client satisfaction and driving growth. This position involves leading customer onboarding, building relationships with key stakeholders, monitoring customer health metrics, and advocating for customer needs internally. The role requires a dynamic individual who can contribute to various customer-facing functions and help shape the customer success strategy in a tech start-up environment.

Responsibilities

• Lead new customer onboarding, focusing on adoption and satisfaction within the initial period of use.
• Deliver persona-specific training and communicate technical information simply and effectively.
• Develop multi-level relationships with key stakeholders, including executive sponsors and champions.
• Conduct regular meetings, visits, and business reviews to nurture relationships and maximize use case potential.
• Monitor and analyze key customer health metrics such as adoption and satisfaction to prevent churn.
• Identify and develop growth opportunities that unlock the full potential of CADDi's offerings.
• Develop customer case studies with quantifiable results.
• Build a customer community by organizing events and webinars.
• Capture and communicate the voice of the customer (VOCs) through case studies, references, and community development.
• Partner with other internal teams to drive customer advocacy and enhance the customer experience.

Requirements

• Experience leading enterprise-level B2B customer partnerships, managing operational and commercial aspects.
• Strong understanding of customer onboarding and 'land and expand' best practices for a SaaS platform.
• Excellent communication and interpersonal skills with the ability to build rapport and trust internally and externally.
• Analytical mind with a problem-solving approach and strong attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in CRM and communication tools.

Nice-to-haves

• Fluency in Japanese
• Experience working in a start-up tech environment
• Experience in a manufacturing SaaS or manufacturing technology environment.

Benefits

• Comprehensive Health Benefits: 100% company-covered employee comprehensive health insurance, including medical, dental, and vision.
• Ownership & Rewards: Competitive stock options plan.
• Financial Security: 401k plan with a generous 4% company match starting on day one.
• Generous Time Off: 15 days of paid time off, five dedicated sick days, and ten company holidays.
• Thriving Culture: Vibrant work environment with company lunches, engaging events, and healthy snacks.
• Learning & Development: Opportunities to join professional organizations, attend industry conferences, and participate in learning initiatives.
• Financial Incentives: Commuter and parking benefits, along with referral bonuses.