Customer Success Manager

🕒 April 3

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gaiia

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2023

🤝 B2B

📡 Telecommunications

B2B • Telecommunications • Software

gaiia is the simplest platform designed to run Internet Service Providers (ISPs) by offering an all-in-one solution for billing, operations, automation, and customer management. The platform includes features such as a billing engine, customer portal, inventory and fulfillment management, network monitoring, workforce scheduling, and reporting and analytics. By prioritizing a customer-first approach, gaiia aims to streamline operations and enhance the customer experience while increasing profitability and reducing churn.

📋 Description

• Manage customer relationships from post-sales kickoff, through implementation, and beyond. • Host regular meetings with customers to ensure satisfaction and maximum value add from the product. • Act as a customer advocate within the company, ensuring that customer feedback and needs are effectively communicated to product and engineering teams. • Work closely with program management, migration solutions and solutions engineering teams to oversee customer implementation processes, ensuring successful migration, user training, and customer relationship-building. • Collaborate with engineering and product to manage customer feature requests and go-live requirements. • Identify ways to improve customer success's day-to-day operations as we continue to scale, finding new strategies and tools to make our work more efficient. • Develop and maintain comprehensive customer-facing documentation, including knowledge base articles, videos, FAQs, and user guides. • Provide technical support and guidance to customers, addressing their inquiries and issues related to our operating system. • Develop and nurture community of current customers and future prospects, with a focus on connecting likeminded people and building gaiia's ecosystem.

🎯 Requirements

• Previous experience in a Customer Success, Client Management, or Management Consulting role • Strong commitment to customer satisfaction and the ability to maintain strong customer relationships • Excellent communication skills—you'll need to effectively engage customers and build strong rapport as the relationship owner for several customer accounts, and communicate directly with internal product and engineering teams • Teamwork spirit and effective collaboration skills with various stakeholders • Ability to manage multiple accounts and balance various tasks effectively • Interest in modern telecommunications challenges • Ability to understand and articulate technological challenges and decisions.

🏖️ Benefits

• Competitive pay and benefits • Flexible vacations • Attractive stock options • Unparalleled transparency • 100% remote environment