GrazeCart Remote (Fort Wayne, IN, USA)
Sep 19, 2019Part time
Job Summary Our sister company, GrazeCart is growing its’ team! We are hiring a Customer Success Manager to partner with clients to drive adoption, manage business processes, and grow our business. This role is a balance of individual work within a highly collaborative team. You will be working directly with clients to maintain and grow existing relationships and will identify expansion opportunities to achieve negative net churn. What is GrazeCart? GrazeCart offers a custom developed website and e-commerce solution built by farmers for farmers. Every aspect of the tool has been specifically tailored to meet the unique needs faced by small farms. A couple of things to note about us: 1. We prioritize people and believe they are the greatest assets to any business. 2. We believe our work is making a real difference in the world. 3. We move fast (you’ll grow a ton). 4. The team is amazing and full of young energy. 5. For the right person, this is a once in a lifetime opportunity. If you’re a natural problem-solver and someone who is driven by customer happiness and success, then this role is made for you. Measurable Areas of Effectiveness: Customer Satisfaction: • Ensure that a service culture is exemplified and maintained among yourself and all team members. (Measured by customer feedback, and company NPS score). First Response Time: • Ensure that client support tickets are addressed promptly. (Measured by first response time report in company CRM). Sustainable Service: • Support is one of the most costly departments of any SaaS business and therefore needs to be managed holistically to ensure it does not unsustainably drain company resources. (Measured by monthly ticket to client ratio). What You’ll Do: • Onboarding new clients and answering their questions on how to use GrazeCart effectively. • Identifying opportunities for customer service efficiency, by expanding areas for more self-serve support (documentation, videos, onboarding tweaks, etc.). • Identify areas for account expansion (upgrades) and revenue creation within our customer base. • Clearly communicating the benefits of new product features and ensuring customers promptly adopt them. • Quickly identify gaps in our product that impact the success of our customers. • Proactively talking with customers to ensure that they get the most value out of your service. • Developing and nurturing customers into advocates to increase brand awareness and build a sense of community. • Analyzing data and results to guide product and customer success improvements. • Meet and maintain personal/team goals and benchmarks, (e.g. efficiency targets, customer satisfaction, first response time, etc.) Must Haves: • Strong communication skills & a track record of being a friendly/bubbly person! :) • Tech-savvy and have experience implementing software on an account per account basis. • Typing skills of at least 45 words/minute. • Willingness to report and take responsibility for oversights and snafus. • A learning spirit. This position will require proficiency in several customer support and order management systems. • Ability to multi-task, prioritize, and manage time effectively. Nice to Haves: • 1-2 years of professional experience in Customer Success or Account Management. • A great track record of expanding revenue and mitigating customer churn. • Experience working with customer communication tools like Intercom or Zendesk. Expected Hours & Location • 10-20 hours/week. • Our office is located in Roanoke, IN; however, we are open to considering candidates who would require working remotely.