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About the position
The Customer Success Manager plays a crucial role in ensuring that ROYDAN customers successfully utilize the company's software products. This position involves overseeing the onboarding process for new customers, managing customer support and professional services teams, and ensuring customer satisfaction throughout the project lifecycle. The role requires strong project management skills and the ability to foster relationships with customers while implementing best practices to enhance team efficiency and customer experience.
Responsibilities
- Oversee and manage the Customer Support and Professional Services teams.
- Manage customer inquiries and ensure efficient handling of calls and emails regarding software applications.
- Develop support strategies to improve response times and customer satisfaction.
- Monitor performance metrics such as response time, resolution time, and customer satisfaction scores.
- Provide ongoing training to the support team to enhance their product knowledge and customer service skills.
- Oversee data ETL projects and ensure effective management of data extraction, transformation, and loading processes for customers.
- Supervise the onboarding process for new customers, ensuring they are set up and trained on the software.
- Coordinate project planning for customer go-lives and ETL projects, ensuring timelines and deliverables are met.
- Maintain strong relationships with customers, addressing issues and ensuring their needs are met throughout the project lifecycle.
- Participate in the development of employee evaluations and provide feedback based on project involvement.
- Implement best practices and process improvements to enhance team efficiency and customer experience.
- Use data to identify trends, areas for improvement, and opportunities for growth.
- Create and own new customer success programs like quarterly business reviews as dictated by customer needs.
- Ensure the voice of the customer is heard within the organization.
- Handle complex or escalated customer issues to ensure satisfactory resolution.
Requirements
- Bachelor's degree in business, Computer Science, MIS, or related field.
- Minimum of 5 years of experience in customer success, customer support, project management, or a related field, with at least 2 years in a managerial role.
- Strong proficiency in project management and resource planning.
- Familiarity with ETL processing is a plus.
- Strong verbal and written communication skills with the ability to work cross-functionally.
- Strong customer service skills and polished presentation abilities.
- Ability to define and install new departmental processes and refine existing processes.
- Ability to use data to make informed decisions and manage multiple priorities.
- Ability to present technical information clearly to both technical and non-technical audiences.
- Strong problem-solving, decision-making, and reasoning abilities.
Nice-to-haves
- PMP or equivalent project management certification highly preferred.
- Debt collection industry experience is a plus.
Benefits
- Hybrid work environment
- Competitive salary range of $70,000 - $90,000 per year
