Customer Success Manager (Onboarding)

at  Fresh Projects

JOB OVERVIEW

• Date Posted: Posted 3 days ago
• Location: Remote
• Job Title: Customer Success Manager (Onboarding)
• Closes: 25 October 2024
• Education Level: Diploma
• Job Level: Intermediate
• Minimum Experience: 1 - 3 Years

Onboarding New Clients:

• Serve as the primary point of contact for assigned clients, guiding them through a high-touch onboarding process to ensure a quick time-to-value on our platform.
• Conduct in-depth training sessions on system features and functionalities for all users, from standard users to project managers, directors, and administrators.
• Address client questions and concerns, providing expert guidance on setup, configuration, and maximising platform benefits.
• Proactively identify opportunities for process and platform improvements, sharing feedback with internal teams to enhance the onboarding experience.
• Identify opportunities for cross-selling and upselling with a commercial mindset.
• Perform various administrative and support tasks to streamline onboarding operations.

Front Line Support:

• Respond promptly and professionally to client tickets.
• Use your product knowledge to troubleshoot issues, provide timely solutions, and address inquiries.
• Collaborate with internal teams to escalate and prioritise critical client issues.
• Serve as an expert resource for clients experiencing product difficulties.
• Guide clients through step-by-step problem-solving processes, ensuring their understanding and providing reassurance throughout.
• Follow up with clients to ensure that their issues have been resolved satisfactorily and provide ongoing support when needed.