Job Description

We are looking for a technically savvy Customer Success Manger who possesses a strong drive for results. Duties for the Customer Success Manager will include a broad range of tasks, such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, on-boarding and training clients, and minimizing churn. You should also be able to provide insights on client to business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess and aptitude for learning and using new software and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value and create strategies to grow our customer base.

CUSTOMERS

• Delivering and communicating ROI for our clients, throughout the customer lifecycle
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Provide training and on-boarding via video-conferencing or in-person when needed.
• Provides technical support to customers, i.e., how to login or reset passwords, how to access videos or build a playlist, embed video code, white list URL’s etc.
• Make every effort to resolve customer issues through problem-solving skills and escalate unresolved complaints to designated department.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Enable successful roll-out of DrumFIT to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
• Serve as the primary contact for the on-boarding of new customers, the training of platform end users, as well as post go-live support.
• Create and deliver professional development sessions for customer growth.
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base

SALES

• Conduct research under criteria provided by the sales team. Make meetings and pre-qualify customers under the direction of the sales team.
• Represent the voice of the customer to inform our sales process and product roadmap
• Identify opportunities for customers to act as DrumFIT advocates (e.g. testimonials, case studies)
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Work with sales team to meet with potential customers to understand needs and communicate ROI

ADMIN

• Keeps accurate, detailed notes of any interaction with customers or leads in our CRM to ensure the DrumFIT team is kept up-to-date.
• Prepare RFP (Request for Proposals) for school districts and other internal documents, as needed.
• Help with the planning of conferences, professional events, and presentations.

MINIMUM QUALIFICATIONS

• Associate Degree, Bachelor degree preferred.
• Customer or sales support experience is a plus.

KNOWLEDGE/SKILLS

• Excellent customer service, communication, phone, and problem-solving skills.
• Outgoing, friendly demeanor
• Detail oriented and works with a high degree of accuracy.
• Self-starter, self-manager and can execute tasks/projects with little assistance.
• Highly organized and flexible and patient
• Ability to adjust with ease to new conditions and to exhibit the competence to encourage confidence from customers.Ability to work under pressure and juggle many different tasks.
• Ability to maintain strict confidentiality standards.
• Enthusiastic and pleasant when given a task or project.
• Demonstrate flexibility/adaptability in a dynamic, fast-paced, team environment.
• Possesses exceptional computer skills and knowledge of:
• MS Word, Excel, PowerPoint
• Zoom, Team, Skype
• Online time management software (eg. Monday.com)
• Hubspot CRM
• Wordpress backend
• Slack
• Dropbox

PHYSICAL REQUIREMENTS

• Sit for long periods of time
• Lift 65lbs