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Customer Support Manager 🔥


Dandy is a B2B SaaS company helping small businesses across the US and Canada repair their online reputation. We are looking for an experience Customer Success Manager with experience in SaaS (B2B SaaS preferred) that can increase our NPS, decrease churn, and work with our support team members. Experience implementing communication with customers to improve these metrics is a plus.

The goal of the Client Services Success Representative is to cultivate product adoption and user satisfaction, assist with change management, capture and contextualize product feedback for our engineering and product teams, track issue resolution, explain new feature enhancements, and mitigate/prioritize any pain points before they become critical issues.
You will be involved in the full spectrum of post-implementation processes and customer care. You will foster and maintain strong customer relationships and demonstrate a mastery of a customer's workflows and ReviewVio's product offerings.

Responsibilities:
-Collaborate with the implementation teams to ensure a smooth transition to a fully deployed state
-Identify and mitigate risks that block product adoption and user satisfaction
-Participate in pre-implementation activities to establish relationships and domain expertise early in the process
-Seek out and nurture relationships with power-users and influencers within customer sites
-Track user feedback to help influence the product roadmap and maintain communication with customers to resolve product issues.Solve complex problems and work on a diversity of tasks in a fast-paced environment
-Ability to work with towing partners and first responders

Qualifications:
-Demonstrated Zendesk support experience

-1-3 years of customer success, consulting, and/or customer-facing experience supporting or implementing software solutions
-Experience coordinating with the training and support teams, maintaining strong relationships with stakeholders, and capturing product feedback
-Experience with implementing new product functionality to existing customers

-Ability to work with cross-functional teams and foster teamwork and empathy
-Outstanding written and oral communication skills
-Proficiency in Microsoft Office
-Detail-oriented and the ability to document and track tasks
-Ability to handle competing priorities across multiple clients and work independently
-Willingness to operate outside of assigned projects and pitch in wherever necessary

Job Type: Full-time

Pay: $14.00 - $26.00 per hour

Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

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