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Posted: Friday, March 10, 2017 6:41 PM

Job Description:/h3:
Join a high:performing, tight:knit team in a rapidly growing company. Our company, Practical Dental Solutions, builds software that helps streamline dental practice operations with well:designed, real:time apps.
As a Customer Success Manager, youll onboard and set our customers for long:term success with our software. You will train clients on key software features, teach them how to maximize product capabilities and provide post:sales support. You will answer questions and provide solutions and workarounds to customers issues. Youll ensure that our customers continue to use and pay for our software, with the goal of retaining customers and keeping them happy. Youll work with many customers every day, providing each of them with professional, empathetic and effective service while moving at a fast pace to hit your team goals.
Once you learn the product and get the hang of delivering the standard training, you will use your interpersonal skills and understanding of clients current workflow and processes to act as an expert and provide best practices, strategies, and tips for successful implementation. You will also participate in the development of training materials, such as training videos, self:paced tutorials and blog posts.
As a member of the Customer Success team, youll have the opportunity to work with all corners of the organization and find projects that align with your personal interests. You may have the opportunity to contribute to sales, content marketing, PR, web design, technical writing, product development, and analytics.
An ideal candidate will be a self:starter and energetic relationship builder with superior communication and interpersonal skills. Strong computer, verbal and writing skills are required.
Responsibilities:
:Be the customers primary point of contact to ensure all of their questions/concerns are addressed
:Provide consultation and direction to all customers helping them implement our product to drive their strategic business goals
:Onboard new customers and set customers for long:term success with our software
:Train customers on the main features and empower them to become better users of our software
:Respond to calls, ssages, and incident tickets
:Answer customers questions and provide solutions and workaround to their issues
:Identify issues that should be escalated to the IT team and work with the IT team to resolve these issues
:Proactively reach out to existing customers to perform on:going product training, address any concerns customers may have and match customers with available resources to help them increase software adoption and utilization
:Participate in creation of webinars and other training materials designed to increase adoption of our software
:Discover, analyze and provide feedback to other members of the team on customer experience and concerns which can lead to attrition
:Work with other members of the IT, engineers and sales teams to drive product development and help them be more successful in their roles
:Collaborate with Marketing to build a customer community of advocates
Necessary Skills:
:Expert communication skills are required
:Exceptionally polite, friendly and outgoing telephone manner
:Ability to communicate clearly
:Ability to effectively present information and answer technical or complex questions in terms that are easy to understand
:Ability to empathize with customers in a genuine way that lets them know that you care about their issues
:Ability to multitask in an independent and timely manner
:Ability to prioritize in a fast paced work environment
:Comfortable with learning new technologies and solutions quickly
:Understanding of Tiered support processes
:Technical aptitude is a must
:1+ years SaaS experience in a previous Customer Success, Account Manager or Software Support role are desired
:Experience with help desk and ticketing/tracking software are helpful
:Strong computer

Source: https://www.tiptopjob.com/jobs/64456250_job.asp?source=backpage


• Location: San Fernando Valley, valley village

• Post ID: 104163678 sanfernandovalley
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