Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Customer Success Manager

Industrial Training International, Inc.

Customer Success Manager

Houston, TX
Full Time
Paid
  • Responsibilities

    Job Description

    CUSTOMER SUCCESS MANAGER - VRON 

    QUALIFICATIONS

    • Bachelor’s Degree in relevant field of study

    DESCRIPTION

    The Customer Success Manager (CSM) is responsible for developing customer relationships that promote retention and loyalty. The CSM will work closely with customers and the development team to ensure they are satisfied and taking full advantage of the products and services they receive, to improve upon areas of dissatisfaction.

    The CSM provides technical support to customers with the goal to keep customers satisfied with the business’s products.

    • Practical knowledge of networking, internet technologies, web services, APIs, XML
    • Experience with Customer Relationship Management (CRM) software, Customer Success software, and ticketing systems
    • Experience with customer service, VR and/or online learning products preferred
    • Aptitude for learning new technologies quickly
    • Aptitude for communicating technical concepts & details effectively
    • Strong written and verbal communication skills
    • Ability to travel & perform customer implementations

    Responsibilities: 

    • Educate customers on the capabilities of our solutions so they can adapt them to their unique needs and see the value in continuing to use them.
    • Provide direct customer feedback to Product Management, acting as a partner for continued product improvement.
    • Facilitate and adapt delivery of solutions with the end goal of keeping customers satisfied.
    • Help define policies and procedures that optimize the customer experience.
    • Provide technical support and/or provide in-depth product training to customers.
    • Help customers plan and understand the best ways to utilize our solutions based on the customer's needs.
    • Place proactive calls to new customers to aid in product setup and evaluation and drive customer adoption.
    • Document customer interactions.
    • Write FAQ and documentation for the customer support portal.
    • Summarize and provide customer feedback to QA and product management teams, ensuring bugs are captured and resolved appropriately and that desired features are captured for product road map planning.
    • Create regular reports on ticket volumes and trends.
    • Assist with and/or lead implementations by liaising with the sales team and Director of Customer Success.
    • Other duties, as assigned.

    Company Description

    ITI is a world leader in training and educational products and services for users of cranes, rigging and heavy equipment. With world-class instructors and business professionals, ITI delivers value to employers from every industrial and construction vertical through VR Simulation, Training Centers and Instructor-Led Training, and Online Courses and Resources. Our business offices are in Woodland, Washington and Houston, Texas which are supported by instructors throughout North America. Read our Culture Deck at www.iti.com/about/careers.