What are the responsibilities and job description for the Customer Success Manager position at Aloware?
About Us:
Aloware is a dynamic and fast-growing contact center as a software (CCaaS) startup that has achieved remarkable year-over-year growth for the past three years. Our transformative software and applications cater to a diverse array of industries, primarily serving mid-market and small businesses with high call and text volumes. Our users include account managers, support representatives, sales development professionals, and marketers. With the ongoing revolution in AI chatbots, VOIP, and hybrid work models, the realm of SaaS for customer communication has never been more electrifying.
About the Role:
The Customer Success Manager (CSM) will drive customer success by working closely with CSMs and clients to align on internal goals and customer objectives as well as proactively intervening to prevent customer issues, promote loyalty, and ensure optimal business relationships.
You will report to the senior director of CX and lead a team of 7 ICs.
Additionally, this position involves refining and supporting onboarding, implementation, and training sessions for the team while handling basic Ops tasks.
Responsibilities
- Customer Success Alignment: Collaborate with CSMs and customers to align internal goals and customer objectives, ensuring business outcomes are met.
- KPI & Metrics Management: Monitor team performance and individual KPIs for CSMs across all customer segments (Self Service, Growth, and Strategic).
- Coaching & Mentoring: Guide and coach CSMs on customer communication techniques, tailored to low-touch, tech-touch, and high-touch business approaches.
- Proactive Customer Engagement: Actively engage with customers to prevent issues, foster loyalty, and promote strong business relationships.
- Escalation Point: Serve as the point of escalation for the Customer Success team, handling customer challenges and driving resolution.
- Process Development: Assist in refining onboarding, implementation, and training processes, ensuring CSMs are equipped for success.
- Task Delegation: Delegate tasks and assignments to team members, ensuring work is distributed effectively and priorities are met.
- CS Operations: Support basic Customer Success Operations functions to ensure seamless processes and efficient team performance.
About You:
Requirements
- Experience:
- 5 years in Customer Success or Account Management.
- 1-2 years managing a team with a performance or revenue quota.
- Communication:
- Strong ability to build business relationships while serving customer goals.
- Customer Service:
- Proficient in customer service and basic troubleshooting.
- Analytical Approach:
- Strong skills in monitoring KPIs and driving team performance.
- Sales Experience:
- Prior experience with renewals, upselling, cross-selling, and managing quotas.
Benefits:
- Compensation 70K to 80K
- Tech bonus (buy your equipment)
- Flexible PTO after 90 days
- Health, Dental, and Vision benefits
Scottsdale, AZ in-office role only. Not open to WFH, C2C, recruiters, or international talent at this time.
Note: Work authorization in the US is required. We are not able to sponsor visas.
