Customer Success Manager

Overview

This is a remote customer success role within an employer operating in the Process Automation and Software Solutions industry. The role focuses on managing the customer support relationship, developing success plans, driving resolution of escalated issues, and collaborating with Product/R&D to address factors impacting customer satisfaction.

Responsibilities

• Manage the customer support relationship to ensure overall satisfaction with the employer's products
• Develop success plans for customers outlining critical success factors and potential issues
• Prioritize and drive resolution on escalated customer issues
• Maintain communication with customers regarding ticket progress and procedural changes
• Collaborate with Product/R&D teams to identify and address issues impacting customer satisfaction

Qualifications

• 2-4 years in a customer-facing services role, including issue resolution and...