Customer Success Manager

🕒 July 31

🐎 Kentucky – Remote

🐎 Kentucky – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Intouch Insight

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1992

💼 Consulting

📣 Marketing

💰 $779.7k Post-IPO Equity on 2021-10

Consulting • Marketing • Customer Experience

Intouch Insight is a CX solutions company that specializes in providing comprehensive customer experience management services for multi-location businesses. They offer a range of solutions including mystery shopping, operational audits, customer feedback surveys, and analytics to help businesses enhance brand reputation and operational performance. Intouch aims to empower organizations, particularly in the restaurant, retail, and hospitality sectors, with actionable insights and data-driven strategies to meet and exceed customer expectations.

📋 Description

• Own the customer relationship post sales • Develop a trusted advisor relationship with customers • Provide appropriate business outcomes to ensure the achievement of customer goals • Ensure customers receive value through business insights not just data • Act as a customer advocate within the company and communicate effectively with internal and external stakeholders to ensure customer retention and customer success • Appropriate level of client engagement as per Intouch’s client classification • Manage Hubspot as appropriate • Effectively manage monthly customer invoicing in a timely manner • Forecast customer volumes and track monthly project achievements • Complete contract renewals, as applicable • Complete full range of onboarding functions and duties as outlined by your BU’s workflow • Complete presentations and trainings of our product suite • Collaborate with the customer and internal team in development of questionnaire using market research best practices • Manage appeals process and client issues • Maintain and own project timeline • Determine client reporting needs and assist in creating custom dashboards and reports as needed • Educate customers on continuous platform improvements • Promote cross-platform usage of products to find opportunities for upsell/cross-sell • Increase revenue of current client portfolio • Other duties as appropriate to represent our Vision, fulfill our Mission, and live by our Values and guiding principles.

🎯 Requirements

• Bachelor’s degree in a relevant field or equivalent experience • A minimum of 3+ years of experience in Customer Success Management, Client Management or Project Management • Detail-oriented and demonstrated commitment to high-quality output • Demonstrated ability to proactively contribute value in a team environment • Proficiency with MS suite and Google suite, experience with AI tools • Experience with customer-facing software solutions is preferable • Industry-specific experience, including survey-creation, mystery shopping, or retail experience is an asset • French is an asset

🏖️ Benefits

• Equal employment opportunities to all employees and applicants • Prohibits discrimination and harassment of any type • Accommodations available on request for candidates