Unlisted
This wiki will not appear in search results, but can still be viewed by anyone!
Customer Success Manager
In this full-time position, you will take on a variety of tasks to onboard new accounts and support existing customers. Your two primary responsibilities are 1) spearheading post-sales efforts by building valuable processes and procedures that are successful and repeatable and 2) acting as the voice of our customers—ensuring the Dozuki team is meeting the needs of every account. You will work closely with our Product Manager to ensure the continual, successful development of our software platform.
About Dozuki
Dozuki is the innovative software division of iFixit. Located at iFixit’s headquarters in San Luis Obispo, Dozuki launched in 2012 and has been revolutionizing the way manufacturers, service providers, and product makers teach technical processes to their employees and customers.
Responsibilities
- Manage all customers' post-sale activities by building strong relationships, growing your knowledge of the software, and planning and executing tasks effectively.
- Maintain a deep familiarity of the software in order to speak with customers about our most relevant features/functionality—that pertain to their company’s needs.
- Provide software training for new and existing customers.
- Increase customer retention by conducting regular check-in calls and performing quarterly health checks for strategic reviews.
- Track accounts to identify churn risk—and proactively eliminate risk.
- Work with our engineering team to identify and track software enhancement requests and bugs.
- Voice customer concerns and feedback so we can better serve each account.
Qualifications
- Four-year degree and account management experience preferred
- Strong communication skills and technical aptitude
- Familiarity with CRM tools and other Software as a Service (SaaS) systems
- Self-motivated team player with fresh ideas for training, customer support, and account retention
- Has great people skills and enjoys working closely with customers to ensure complete satisfaction
- Enjoys working closely with customers to ensure complete satisfaction
- A real go-getter who is personable, professional, and takes initiative