Nov 10, 2019
Who we're looking for Our Customer Success team is the heart of what we do- providing all our customers with the support and guidance needed to make their experience with ParentSquare a truly successful one and we are seeking a passionate Customer Success Manager to join our team. You're looking for a role in which you can impact both our external customers as well as our internal team members; you'll wear multiple hats in ensuring our CS Associates are well equipped and supported to do their jobs while also playing a strategic role in ensuring our Customer Success team is continuously improving and growing. You'll help us scale the growth that is at our fingertips while never losing focus on the customer experience. This role will include: Guide and coach the Customer Success Associates to help customers become product experts on our platform Provide outstanding service to our customers by developing effective customer service standards and procedures for the team Monitor ticket responses, ticket times and overall customer satisfaction Identify common customer challenges or potential bugs and escalate to find a solution Help drive our customer help and reference pages by ensuring they are up to date and constantly improving Monitor sync-failures for all districts and school daily Own the year-to-year rollover process for all existing accounts Create and implement tier levels of expertise amongst the Customer Success Associates Refine our current onboarding programs for new team members to become better acquainted with the ParentSquare platform Report on trends in tickets, problems, satisfaction and CS data Set customer satisfaction and key performance indicators and work with the team to meet them on a consistent basis Maintain a deep understanding of the ParentSquare platform and respond to complex tickets that have been escalated Utilize data reports to improve efficiency, response time, and one-touch resolution Our ideal candidate will have the following: ● 3-5+ years' experience in customer-facing customer success roles in an app or platform-based company ● 2+ years leading a team ● Tech Savvy from GSuite, Slack and Zendesk ● Self-motivated team player with a passion for customer service ● Excellent written and verbal skills as well as excellent interpersonal skills The perks of working for us are great! You'll get your foot in the door as our company continues to grow. We're big believers in work-life balance and provide health insurance, 401K, stock options and gym memberships. Our brand-new offices in Goleta are open floor plan with plenty of comfy seating, a full kitchen and Gold's Gym just downstairs!
ParentSquare Santa Barbara, CA, USA Full-time