Job Description

THE OPPORTUNITY:

Cireson is looking for a Senior Customer Experience Manager with a software onboarding or troubleshooting background to build a new end-to-end customer experience for our global enterprise software customer base. To be successful, you must be customer obsessed, process focused, outcome oriented and exceptionally organized. The core responsibility of this role is to increase the satisfaction and retention of our perpetual software customers through the development and continual improvement of the customer experience. The Senior Customer Experience Manager will be expected to develop and maintain a frictionless customer onboarding and renewal experience that optimizes internal processes and aligns customer resources. Other important responsibilities include providing customers with technical assistance when needed, gathering customer feedback by establishing lasting relationships and leading customer engagement efforts such as call downs and educational webinars.

The ideal candidate will have multiple years of experience in customer-facing service or support roles for an enterprise software company with a technical background in configuration and troubleshooting.

Qualifications

•    Minimum 5 years of experience in a customer service or support role with a software company •    Bachelor’s Degree in information technology, engineering, computer science, or a similar field •    Experience with HubSpot CRM and Marketing Automation (HubSpot certs are a huge plus!) •    Experience configuring and troubleshooting enterprise IT Service Management Software •    Demonstrable technical and communication skills that translate via email, phone, chat and video •    A true self-starter that prefers asking for forgiveness over asking for permission •    A “trailblazer” excited to explore and document, making it easy for others to follow. •    A process fanatic interested in scaling their reach through systems and automation. •    An eye for detail and a fiery passion for “getting it right” without sacrificing speed.

PREFERRED QUALIFICATIONS •    Experience implementing and configuring Microsoft System Center Service Manager •    Experience training end users to configure and use enterprise software. •    Experience writing technical and marketing content such as knowledge or blog articles. •    Experience troubleshooting and resolving technical support incidents.  

Additional Information

WHAT YOU CAN EXPECT FROM US: •    A fast-paced, fun environment to work in. •    We have great people all over the place, even one in New Zealand! •    Top-quality equipment to work on. •    Competitive pay and paid healthcare. •    401k plan & matching. •    College savings plans. •    Gym reimbursement and other fun perks as we come up with them. •    Flexible hours (within reason). •    Training and support to help you grow your career. •    Fully Remote Company. •    Three weeks paid vacation.  

_IF YOU INTERESTED IN JOINING OUR TEAM, PLEASE APPLY! WE LOOK FORWARD TO CONNECTING WITH YOU. _

Cireson is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, severe/morbid obesity, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a management representative. The Company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.