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Customer Success Manager


About the Role:

Next Force Technology is seeking an enthusiastic and dedicated customer success representative to manage our customer experiences. In this role, you will support customer deployment and training, track customer engagement, address inbound customer queries, and identify ways to improve our customer success experience. Working directly with customers, your product expertise, and relationship management will also play a key role in our positive brand image.

Responsibilities Include:

  • Developing and managing strong customer relationships
  • Coordinate with customers to define account setup and configuration for deployment
  • Provide customer training to new accounts on product features and functionality
  • Monitor and respond to matters that have been escalated from our support center regarding specific customer needs
  • Run customer metrics and health check reports to monitor progress and identify areas for improved customer engagement
  • Proactive outreach to new and existing customers via email and phone
  • Communicate customer feedback to product team
  • Develop ideas to streamline processes and identify ways to improve services

Qualifications/Requirements:

  • Proven success in a customer support or training position
  • Bachelor's degree with 2+ years experience
  • Excellent communication and listening and presentation skills; communication is key both when speaking with customers and internally with our team
  • Ability to multitask, prioritize and manage time effectively
  • Ability to work independently
  • Confidence, positivity, and eagerness to learn
  • Ability to adapt, grow, and evolve quickly in a fast growing company
  • Prior experience working in restaurants/restaurant management roles is a big plus
  • Authorization to work in the US (we are not currently sponsoring H1B visas)

Skills:

  • Exceptional interpersonal skills and a client-centered approach
  • Superb communication, collaboration and problem-solving skills
  • Great organizational and time management abilities
  • Analysis and documentation skills with an attention to detail
  • Experience with restaurant management software e.g. eRestaurant, PULSE, Toast, Aloha a big plus
  • Computer proficiency in Google Suite or MS Office; Salesforce CRM a plus

About Next Force Technology:

We've built a work-sharing platform that’s reimagining hourly work. This platform is based on the simple idea that everyone benefits when people work the hours that they want in jobs they can excel in. Based on this premise, our aim is to help the millions of people in hourly jobs better their work/life balance and earn more while working a schedule that works for them.

By using state of the art artificial intelligence/machine learning technology, we also enable restaurant operators to dynamically scale workforce capacity where and when needed, provide greater labor agility, help to retain quality talent, lower labor costs and improve service metrics.

NEXT is tailored for today’s challenging landscape with a growing millennial workforce, high turnover, rising wages and new regulations.

At Next Force Technology (NEXT), we provide a fair and equal employment opportunity for all employees and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. NEXT hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

Job Type: Full-time

Pay: $31.00 - $36.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Disability insurance
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Work from home

Schedule:

  • Monday to Friday

Supplemental Pay:

  • Bonus pay

Education:

  • Bachelor's (Preferred)

Work Location:

  • Fully Remote

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