Nov 24, 2021

Customer Success Manager

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Remote Job/Work from home Customer Service Manager Management Supervisor

Job / Advertisement Description

Electric is the industry leader in providing world-class IT technology and real-time support for small and mid-sized businesses. With over 400 customers and more than 20,000 employee end-users, Electric’s IT platform includes: real-time support powered by 100+ IT technicians, security, device & inventory management, network & server management, application & cloud management, employee on-boarding and off-boarding, procurement & provisioning, and data monitoring & insights. Electric is a Series D company funded by an all-star team of investors including: Bessemer Venture Partners, GGV Capital, 01 Advisors, Primary Venture Partners, Bowery Capital, Slack, Atreides Management, Vintage Investment Partners, and Greenspring Associates.

Electric is now over 400 employees and led by a seasoned executive team. Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

The Role

As a Customer Success Manager at Electric, you’ll be in charge of establishing positive and productive rapport with our customers, working with our internal teams to develop repeatable processes, and own a book of business that will grow substantially over time. This is a phenomenal opportunity to take on business-critical responsibilities for a fast-growing NYC startup!

What You'll Do

  • Manage weekly, monthly and quarterly customer health metrics and devise action plans required to hit agreed-upon customer satisfaction goals
  • Proactively identify customer needs and develop / implement repeatable action plans that can be used across the entire customer-base
  • Work directly with customers to resolve service quality issues, and communicate suggestions and changes internally for implementation
  • Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs.
  • Interface with both product and operations teams to assist in the product development cycle.
  • Directly responsible for overall revenue, retention and NPS within your book of business
  • Effective communication skills
  • Strong problem solving and time management skills
  • Comfortable multi-tasking and organize those priorities 
  • Technically inclined and self-motivated
  • Previous IT/MSP knowledge preferred but not required

Who You Are

  • 2+ years of customer success/account management experience
  • Proven ability to multi-task and make clear, thoughtful decisions with many things going on at once
  • A motivated self-starter, with proven abilities to take ownership of difficult projects and see them through to successful completion
  • Great attitude with an emphasis on teamwork and problem-solving
  • Familiarity with B2B software, business operations, basic customer-facing rapport-building skills is a must
  • Outstanding written and verbal communication skills