Customer Success & Support Manager

About the Role:

We are seeking a highly motivated and customer-focused Customer Success Specialist to join our growing team. In this role, you will be instrumental in ensuring our clients have a positive and successful experience with our CRM platform. You will be the primary point of contact for onboarding, setup assistance, and ongoing support, empowering our clients to maximize the value of our product. This role requires excellent communication skills, technical aptitude, a proactive approach to problem-solving, and the ability to learn quickly.

Responsibilities:

• Serve as the main point of contact for new and existing clients, guiding them through the onboarding process and platform setup.
• Provide comprehensive support and guidance to clients on how to effectively use our CRM platform to achieve their business goals.
• Troubleshoot and resolve client inquiries and technical challenges related to platform setup and functionality.
• Utilize your technical proficiency to understand client needs and provide tailored solutions and best practices for CRM implementation.
• Proactively identify and address potential client roadblocks to ensure a smooth and successful experience.
• Demonstrate a strong sense of ownership and responsibility in resolving client issues and escalating complex cases when necessary.
• Maintain accurate records of client interactions and resolutions within our internal systems.
• Contribute to the development of knowledge base articles and other resources to empower clients.
• Continuously learn and stay up-to-date with new platform features and updates to effectively support clients.
• Provide valuable feedback to the product team based on client interactions to contribute to platform improvements.
• Work effectively within the specified working hours of 4:00 PM Kyiv Time to 11:00 PM Kyiv Time.

Qualifications:

• Fluent English (both written and spoken) is essential for effective communication with our international client base.
• Tech-savvy with a strong aptitude for understanding and explaining software functionalities. Experience with CRM platforms or similar SaaS solutions is a significant advantage.
• Proven ability to help clients with the setup and configuration of technical platforms.
• Demonstrated responsibility and a proactive approach to managing client relationships.
• Strong willingness to solve problems and go the extra mile to ensure client satisfaction.
• Fast learner with the ability to quickly grasp new technical concepts and apply them effectively.
• Excellent communication, interpersonal, and active listening skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a remote team.
• A positive and empathetic attitude with a genuine desire to help others succeed.

Location: Remote 

Working hours: 4:00 PM - 11:00 PM (Kyiv Time)

About Us:

We are a fast-growing SaaS company helping organizations match people in smarter, more meaningful ways. From business communities and mentoring programs to matchmaking and networking events, our customizable platform makes it easy to connect the right people at the right time. We're a small, passionate team that believes technology should bring people closer and we’re proud to power connections that matter all over the world.

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