Associate Customer Success Manager

Emploi pas sur LinkedIn

🕒 il y a 5 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

🏆 Customer Success

🦅 Parrain de Visa H1B

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Kipu

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2023

☁️ SaaS

🛒 Commerce de détail

🤝 B2B

SaaS • Retail • B2B

Kipu est un système de gestion d'entreprise et de point de vente dans le cloud destiné aux petits et moyens détaillants et restaurants en Amérique Latine. Il fonctionne sur mobile, tablette et ordinateur de bureau, inclut la facturation électronique, le contrôle des stocks et des ventes, et offre un tarif mensuel sans contrat avec des mises à jour automatiques. Conçu pour les entrepreneurs, Kipu simplifie la prise de commande, la gestion des stocks et les paiements afin d'aider les épiceries, restaurants et magasins de détail à fonctionner et à se développer.

Description

• Manage day-to-day customer interactions for a portfolio of accounts. • Execute scaled engagement programs, including onboarding touchpoints, adoption campaigns, and health check-ins. • Respond to customer inquiries and coordinate with Support and internal teams to ensure timely resolution. • Guide customers through core product workflows using documented best practices. • Support adoption of EMR, CRM, RCM, compliance, and analytics features with coaching and enablement resources. • Monitor usage and engagement data to identify adoption gaps and escalate risks as needed. • Review customer health dashboards and usage reports to identify trends and potential risks. • Document customer interactions, risks, and outcomes accurately in the CRM. • Follow playbooks to address common adoption, engagement, or satisfaction challenges. • Investigate customer issues using established processes and tools. • Escalate complex issues or at-risk accounts to Support or Customer Success Management with clear context and recommendations. • Maintain clear and empathetic communication with customers during issue resolution. • Communicate clearly, professionally and timely with customers via email, calls, and virtual meetings. • Participate in customer meetings led by CSMs or Senior CSMs to observe and learn best practices. • Collaborate cross-functionally with Support, Product, and Operations teams.

🎯 Exigences

• 1–3 years of experience in customer success, support, account coordination, or a customer-facing role • Interest in healthcare SaaS and customer outcomes • Strong written and verbal communication skills • Ability to learn complex products and workflows • Bachelor’s degree or equivalent experience preferred

🏖️ Avantages

• Flexible paid time off. • 11 Paid Holidays. • Health, Dental, Vision, Disability, and Life Insurance. • Parental Leave. • Pet Insurance. • 401(K) with Company Match.