Job Overview
Here at illuno, we are a rapidly growing software provider in local law enforcement. We built a cutting edge marketplace platform to connect local businesses and communities with their local police departments for the staffing and managing of off-duty details. We are looking for experienced Customer Success Manager to help us facilitate and accelerate the growth that we are experiencing. If you're dedicated, ambitious and up for a challenge, please don't hesitate to apply.
Responsibilities for Customer Success Manager
- Establish clear retention goals and process milestones for the client and employees to work toward
- Assist customers as needed with setting up and navigating programs or software associated with a product or service
- Assist in creating training courses and educational materials for other members of the team and clients
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
Qualifications for Customer Success Manager
- 3-5 years of experience in customer service or customer success position strongly preferred
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate for the use of the product to service to be solid
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- Ability to establish milestones and keep all team members on task
- Experience analyzing and optimizing the existing processes in the Customer Success department
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
Additional Information
- Fully remote position
- Being based in Dallas, TX is strongly preferred.
- Flexible work hours
- Fun team environment
- Strong Compensation Package
- Benefits Included