Customer Success Manager / Software Application Specialist

  • Marketing
  • San Francisco, United States

Customer Success Manager / Software Application Specialist

Job description

As a Customer Success Manager, you are responsible for developing customer relationships that promotes retention and loyalty. You will work closely with our customers to ensure that they are satisfied with the products that we offer and keep yourself regularly updated with their feedbacks to meet the required level of standard and enhancements our  products. 


You will also work closely with cross-functional teams of developers and architects both locally and international. You are required to improve the sales level of our products by helping prospective customers understand Mitsogo’s products and smoothen their overall business operations. 

 

Roles and Responsibilities: 

  • Attending/initiating initial sales calls and determining the customers business requirements. 

  • Ability to create a good level of rapport with the customers by replying to their queries in a timely fashion.

  • Ability to continue the research on the customer issues to avoid future occurrences. 

  • Provide prompt and accurate feedback to the customers. 

  • Maintaining a clear record of prospective customers and a thorough understanding on competitors and industry trends in order to identify new marketing opportunities. 

  • Take ownership of customer issues reported and see problems through to resolution. 

  • Should be loyal and should always act as a first point of contact to the customers. 

  • Regular Follow up with the Customers to convert them to a happy paying customers and ensure they are happy through out the journey.

Skills:

  • Beginners or Proven working experience of 0-3 years in enterprise technical support, IT support or as a technical engineer. 
  • Ability to communicate technical information, both verbal and written to business Customers.
  • Strong customer service and technical troubleshooting skills.
  • Comfortable with phone and remote support for offsite/remote users
  • Ability to organize and manage multiple priorities
  • Excellent critical thinking
  • Organization and follow-up
  • Demonstrate effective problem-solving skills
  • Strong documentation skills
  • Excellent customer-facing skills
  • Strong Leadership, time/account management and organisational skills

Good To Have:

  • iPhone and android technical troubleshooting knowledge
  • Windows 7/8/10, Mac OS X, technical troubleshooting Skills.
  • Cloud service knowledge (Hosted Exchange/Office365/GSuite)
  • Working knowledge of Active Directory. 
  • Networking (switches, firewalls, modems, wireless, TCP/IP, DNS, routing, subnetting) knowledge
  • Helpdesk ticketing system experience.
  • Remote monitoring and management (RMM) experience.
  • Hands on in tools CRM such as Salesforce/Zendesk/HubSpot.

Benefits:

  • Medical Insurance
  • Direct Salaried Position.
  • Friendly and Startup Atmosphere.
  • A lot of room for Growth.
  • Fully Stocked kitchen.


    Requirements

    • Should be a permanent resident of Bay Area / Should be a resident qualified to work in United States without any additional Visa.  
    • Ready to travel onsite(any where in the world) and attend meetings/tech shows / Product training.