Vinehouse Hiring Hiring for Customer Success Manager at United States Full Time

We are seeking a Customer Success Manager for a success financial services company!

● Salary up to $96,000

● Remote work schedule (must be US based)

● 14 Days of PTO and Annual performance incentive

● Startup environment with benefit packages upcoming

The goal of the Customer Success Manager is to provide customers and clients with the best possible experience while they utilizing the company’s financial services and trading. You will communicate with traders via Discord and Twitter. You will be the primary contact for any customer service issues with clients in addressing them, taking responsibility, and resolving them to prevent further issues. You will lead and supervise all support team members (global) and directly to the CEO/COO. You will manage the ticketing system through a Discord plug-in.

Customer Success Manager Responsibilities

● Lead and supervise all members of the support team (global)

● Communicate with traders/clients regularly through Discord and Twitter

● Monitor and analyze customer support metrics and KPIs to identify areas for improvement and implement strategies to enhance customer satisfaction

● Provide all traders/clients with the best possible customer service experience to retain and gain more clients

● Proactively engage with customers to understand their business needs, goals, and challenges, and provide recommendations and solutions to maximize their success

● Manage relationships with key customers and partners to ensure consistent support

● Handle any customers service issues, including taking responsibility, resolving, and putting measures in place to prevent further similar issues

● Manage the company discord, Twitter, emails, and other chat functionality including the website live chat daily

● Review processes regularly for improvements/enhancements to customer service and support

● Maintain required macros and ticketing system and ensure company standards/rules/policies are enforced

● Continuous improvement and development of the overall support team

● Utilize company CRM and technologies required for customer tracking

● Monitor customer feedback and support-related metrics to identify trends and areas for improvement, and implement solutions

● Collaborate with marketing and product teams to develop messaging and content that address common customer concerns

● Foster a positive and collaborative team culture, promoting teamwork, open communication, and a customer-centric mindset

● Participate and develop the company’s overall customer experience strategy

● Occasionally represent the company at industry events and conferences to network and share best practices with peers

KEY REQUIREMENTS (DO NOT APPLY UNLESS YOU SPECIFICALLY POSSESS THE BELOW EXPERIENCE)

● 3+ years of experience managing customer support team in fast-paced environments

● 1+ years of experience working in a global or remote environment

● 1+ years of experience working in the financial services industry, preferably in prop trading

● 1+ years of experience working with a CRM

About You

● You have experience in an area of Finance or a related field or equivalent work experience

● You have a passion for customer service and a deep commitment to providing top-quality support to customers/clients

● You have previous experience with Discord and Twitter as well as CRMs

● You have previous experience managing customer support teams

● You speak fluent English

*This application through LinkedIn is an expression of interest. Once completed, you will be invited to complete the full application via our company application form system. This is a unique hiring process with multiple steps involved; if you do not wish to complete multiple steps, please do not apply.*

About Our Client

Smart Prop Trader is the fastest growing online prop firm in the world. A prop firm is a company that offers day traders $100’s of thousands of dollars in funding for successful day traders. When funded, day traders will get a large percentage profit share of their trades. A prop firm gets to keep the other percentage of the profit split that the traders make. Smart Prop Trader has extremely competitive conditions and the lowest prices in the industry along with having a well known in the space CEO – Blake Olson who got popular in the prop firm space from his YouTube channel ‘Trade Connect VVS’.