Customer Success Manager

We are seeking a solution-driven individual who has a passion for customer happiness, technology, and startups. The Customer Success Manager acts as a trusted consultant to our customers and is responsible for ensuring their success with our software & service. The end goal is to increase value, retention, customer satisfaction, and ultimately revenue through expanded use of the Wing platform.

- You are a passionate people-person who loves the dynamics of building relationships with team members & customersYou are a customer-focused individual that understands how to create value for customers.

- You accept the challenge of ensuring that our customers remain happy while also remaining laser-focused on increasing revenue

- You enjoy identifying goals, breaking them down, and figuring out how to reach them

- You are forward-looking and continuously strategize on where to find growth opportunities in the accounts that you manage

- You are obsessed with customer success and go above what’s required to promote customer satisfactionYou are highly skilled at using a computer, scheduling, running online web meetings with Zoom or Google Meets, writing emails, and able to represent yourself warmly, professionally, calmly, and authoritatively over video and audio calls

- You are able to think on your feet and rapidly come up with, articulate, and direct solutions to customer issues that arise

- You are friendly, empathetic, a good listener, and have strong English communication skills, with the ability to communicate confidently with American business owners and CEOs

Responsibilities:

- Become the primary contact post-sales, by conducting a thorough customer onboarding & customer education process and take full ownership of the account's health post-implementation

- Prepares the account to be billable by ensuring that the customer successfully starts with our service, through an introduction to their assistant, by ensuring the customer has to access to the Wing platform, and by prompting the customer to delegate their first task

-Builds a goal plan for the customer, focused on the short & long-term goals towards growth, and identifies ways Wing can support those goals

- Proactively manage the relationship between our virtual assistants and your assigned clients both during & post-onboarding including: periodic email check- ins with customers, ad-hoc phone/conference calls/texts, and through actively checking-in with the virtual assistants, supervisors, and managers assigned to the account as well as to monitor customer usage using our proprietary web tool

- Manage all inbound customer communications by organizing/escalating & resolving issues appropriately including: assistant quality, staff replacement, billing, sales, and technical inquiries

- Understand Wing’s different offerings and the value that we provide for each industry through each vertical and communicate it clearly to customers as you grow their engagement in order to potentially promote upgrades, engage in upsells, and obtain customer referrals

Preferred Qualifications:

- A Bachelor’s degree or higher

- Excellent written and spoken English communication skills

- At least a year of experience in client relationship management AND/OR project management is a MUST

- Experience with process implementation is preferrable but not required

- Comfortable with Mac, Windows, Chrome, iOS, Android, and video call communication tools (Zoom, Google Meet, etc)

- Understanding of online software (SaaS) services and/or technology-based solutions

- Understanding of goal development and implementation

- Positive attitude with the desire to contribute to the success of the company and the ability to remain professional while under pressure with customers

- Ability to use a variety of styles to persuade or negotiate appropriately

- Exceptional interpersonal skills

Environment & technology needed for the job:

- Fast reliable Internet connection & reliable electricity

- Professional microphone headset or functional computer microphone equivalent

- Fast, responsive computerClean & professional background/audio environment for video calls with customers

- People-focused company with a culture centered on community and personal growth

- Performance Bonus

- Ability to network with executives at one of the fastest-growing companies in the US

- Opportunity to obtain knowledge about many industries simultaneously

- Remote work-friendly

- Avenues for rapid promotion & salary increases as the company scales