SmartRank Inc Hiring for Customer Success Manager at Remote Full Time

Summary

Customer Success Managers are responsible for ensuring client satisfaction at the highest levels which involves many different areas.

As SmartRank’s Customer Success Manager you will work closely with our customers to help them get their accounts set up and training, so they understand how to use all necessary functionality. You will listen and relay client request for new product features and/or bugs. You will have client check-ins to ensure customer retention is high. You will oversee and create resolution on any client issues as they relate to product, billing, or any other area that could diminish their overall satisfaction. Finally, you will communicate with SmartRank leadership early and often about any/all issues that could lead to a customer not renewing.

You will build strong working relationships across multiple sales, project management, and business teams, and work closely with senior leaders across the company. You will be an advocate for your customers throughout the organization and hold a very high bar for ensuring client satisfaction.

What You’ll Do

Ownership & Responsibilities

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating SmartRank, SmartPath, and SmartApply
• Experience working to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Assist in creating training courses and educational materials for customers
• Review and own resolution to customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product’s benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Communicate any bugs and/or product enhancements to the Product team

What You’ll Need

Qualifications

• Undergraduate Degree or equivalent combination of education and experience in a related field
• 3-5 years of experience in customer service or customer success position strongly preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Personality Traits

• Intellectual curiosity – genuinely love learning because you are curious about everything
• Grit – ability to work through challenging situations with persistence and consistency
• Resourcefulness – ability to figure out creative solutions to problems
• Fearless – not afraid to make mistakes and take calculated risks if it contributes towards your goals
• Adaptability – ability to use intuition to adapt quickly to various situations
• Awareness & Accountability – ability to see situations and yourself objectively, even if it’s not positive
• Integrity – must embody honesty and integrity in all of your actions

Working Conditions & Physical Requirements

• Ability to travel to meet with customers and/or key stakeholders, product teams in other SmartRank locations (up to 20%)
• Reliable internet access for any period of time working remotely, not in a SmartRank office

How You’ll Be Rewarded

• Salary Pay Range in Colorado: $40,000 – $65,000
• Stock options

The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

Where You’ll Work

SmartRank is a fully remote company, based in-between Denver and Boulder, Colorado. As a SmartRank employee, you’ll enable meaningful change in workplace diversity, equity and inclusion by introducing bias-free screening to hiring organizations. As a key player in an early growth-stage startup, you will be compensated through a base salary, commissions, and equity. We are a results-driven company that offers competitive salary and benefits, flexible work hours, fully-remote work environment, unlimited PTO, and massive career growth potential.

Our values drive how we work and who we hire. You will see these values reflected in how we support our customers, work with team members, build our products and in the work environment we’ve created.

• Integrity: Do the right thing, every time
• Accountability: Hold yourself and others accountable for successes and failures
• Grit: Do what needs to be done, especially when it’s challenging
• Trust: Rely on each other as they need to rely on you
• Pride: Take pride in your work product

Job Type: Full-time

Pay: $72,405.00 – $80,733.00 per year

Benefits:

• Paid time off

Schedule:

• Monday to Friday
• Weekend availability

Experience:

• Customer service: 5 years (Preferred)

Work Location: Remote