Customer Success Manager

Job Description

Position Title: Customer Success Manager

Department: Customer Success

Reports To: CEO

Status: Full-Time Employee, Salaried

Location: Hybrid

Last Updated: October 22, 2024

Summary

This role is critical in ensuring ROYDAN customers’ success in utilizing our software products by helping onboard them to the software in a timely and efficient manner and supporting them after they are live.

Essential Duties and Responsibilities

Your essential duties and responsibilities include the following. Other duties may be assigned.

• Oversee and manage the Customer Support and Professional Services teams.
  • Customer Support Team Responsibilities (10% to 20% of your time):

• • • Manage customer inquiries: Ensure the team efficiently handles calls and emails from customers regarding software applications.
    • Develop support strategies: Implement processes to improve response times and customer satisfaction.
    • Monitor performance metrics: Track key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction/net promoter scores and proactively provide course-correction when warranted.
    • Training and development: Provide ongoing training to the support team to enhance their product knowledge and customer service skills.

• • Professional Services Team Responsibilities (80% to 90% of your time):

• • • Oversee data ETL projects: Ensure the team effectively manages data extraction, transformation, and loading (ETL) processes for customers.
    • Customer onboarding: Supervise the onboarding process, ensuring new customers are set up and trained on the software.
    • Project planning: Coordinate project planning for customer go-lives and ETL projects, ensuring timelines and deliverables are met.
    • Customerrelationship management: Maintain strong relationships with customers, addressing any issues and ensuring their needs are met throughout the project lifecycle.

• Participate in development of employee evaluations and provide feedback based on employees who took part in projects under Customer Success Manager’s supervision.
• Implement best practices and process improvements to enhance team efficiency and customer experience.
• Use data to identify trends, areas for improvement, and opportunities for growth.
• Create and own new customer success programs like quarterly business reviews as dictated by customer needs.
• Ensure the voice of the customer is heard within the organization.
• Handle complex or escalated customer issues to ensure a satisfactory resolution.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor’s degree in business, Computer Science, MIS, or other related degrees or experience required
• Minimum of 5 years of experience in customer success, customer support, project management, or a related field, with at least 2 years in a managerial role
• Debt collection industry experience a plus

Business and Problem-Solving Skills

• Strong proficiency in project management and resource planning
• Familiarity with ETL processing a plus
• Strong verbal and written communications skills with a proven ability to work cross-functionally (i.e. between technical and non-technical teams)
• Strong customer service skills
• Polished presentation and interpersonal skills
• Ability to define and install new departmental processes and refine existing processes
• Ability to use data to make informed decisions
• Flexibility to manage multiple priorities and projects simultaneously
• Ability to clearly present and explain technical (ETL) information to technical and non-technical audiences

• Ability to demonstrate strong problem solving, decision making, and reasoning abilities; recognize problems and take necessary action to solve them proactively and independently
• Ability to utilize strong planning, prioritizing, and organizational skills to effectively and efficiently meet work goals and deadlines
• Ability to demonstrate initiative; looks for responsibility, pursues things on his/her own, sets an effective pace and direction
• Enable team success and growth through delegation, coaching, and mentoring

Certificates, Licenses, Registrations

• PMP or equivalent project management certification highly preferred

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand as needed. This position may require walking primarily on a level surface for periodic intervals, reaching above shoulder height, below the waist, or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques required.

Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.