Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $85k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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CustomBooks™

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

CustomBooks™ is a comprehensive cloud-based accounting software designed to streamline business finances and operations. It offers an array of features including accounting and reporting, inventory management, cloud banking, cloud payroll, and a customizable platform for handling sales and purchases. CustomBooks™ is dedicated to providing training and support to enhance user experience, ensuring businesses can efficiently manage their finances from anywhere.

📋 Description

• Build strong customer relationships and ensure customer satisfaction and success with CustomBooks products and services • Guide customers through onboarding, adoption, and retention phases • Lead the Customer Support team in resolving customer issues • Monitor performance, train, and mentor Support Agents • Suggest and implement support process improvements • Handle higher-level support issues, onboardings, and training as needed • Ensure established SLA times are met • Lead weekly First Level meetings with the Support Team • Manage and monitor the Tier 3 Slack channel and ensure threads are resolved • Ensure Zoho Desk tickets are created and linked to applicable Jira tickets • Lead and host weekly PM Review meetings with Support, Product, Operations, and QA • Attend Product meetings and present customer feedback and experience • Conduct Zoho Desk and Atlassian Jira searches for issue investigation • Ensure the team is fully trained on processes and services • Write customer support emails for issues or announcements • Provide billing backup in Zoho Billing Add Ons • Create and maintain the Support Team Schedule • Manage Partner and Customizations Support, Payroll Onboarding and Support, Cancellations, and Refunds processes and communications • Coordinate paid support, paid training, paid onboarding, and other professional services with Sales, Operations, Training, and Support teams • Conduct purchased support activities and provide customer resources • Ensure Paid Services processes are followed and report issues to the COO • Ensure the team is trained on data imports, data migrations, and QBO/QBD conversions • Identify upselling and cross-selling opportunities and collaborate with Sales and Marketing • Develop and maintain relationships with key customer stakeholders • Serve as the primary customer point of contact • Advocate for customer needs and provide feedback to internal teams • Develop and execute customized customer success plans • Monitor customer health and engagement, identify at-risk accounts, and mitigate churn • Track and report customer satisfaction, product adoption, retention, and Support Agent performance metrics • Send updated monthly reports to the COO and other requested stakeholders • Prepare reports and presentations for internal stakeholders and customers • Oversee Accounts Receivable and Collections tasks • Organize and facilitate customer training sessions, webinars, and user group meetings • Lead and manage the Zoho Desk Knowledgebase and Idea Exchange • Ensure knowledge base content is created, updated, SEO-optimized, and includes embedded videos • Foster customer community and identify customers for success stories and positive online reviews • Gather customer feedback and work with Product and Engineering to improve features and customer experience • Identify and communicate process improvements • Perform other duties as assigned

🎯 Requirements

• Knowledge of business processes including sales, purchases, distribution, inventory, ecommerce, banking, business and financial reports • Knowledge of accounting strongly preferred • Strong and proven problem solving and troubleshooting skills for business operations • Experience managing a diverse and remote team of at least four+ • Strong technical knowledge and acumen • Experience with Zoho Desk or another Support Desk platform required • Preferred experience with Atlassian Jira and Confluence, Slack, Asana, and Zoom • Preferred knowledge of ShipStation, Square, Stripe, Bill, Nuvei, Gusto, Avalara, and Ledgersync • Must become an expert in CustomBooks Cloud ERP software • Calm and professional demeanor; ability to handle high-stress situations and work with individuals of other nationalities • Ability to multitask with a high productivity threshold • Ability to work successfully remotely with others across many time zones • Excellent communication skills and high professionalism • Bachelor Degree in Business or a related degree required • MBA or CPA preferred

🏖️ Benefits

• Opportunities for upselling and cross-selling additional products and services • Remote work arrangement • Professional development through training and becoming an expert in CustomBooks Cloud ERP software

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