What are the responsibilities and job description for the Customer Success Manager position at ERPLY Retail Platform?
Customer Success Manager
About the Role
We’re looking for a Hybrid Customer Success & Support Specialist to provide top-tier support while proactively helping customers get the most value from Erply. You’ll be the first point of contact for customers, ensuring their issues are resolved while also guiding them to adopt new features, optimize their usage, and grow with our platform. If you’re technical, customer-focused, and eager to work with a rapidly evolving product, this role is for you!
What You’ll Do
Technical Support (Reactive)
- Respond to customer inquiries via phone, email, and tickets—acting as the first line of support for all customer interactions.
- Troubleshoot both software and hardware issues to ensure smooth operations.
- Assist customers with data imports and documentation.
- Ensure voicemails are treated as tickets and resolved within the team’s KPI.
- Track and document all customer interactions and feedback to improve our support process.
Customer Success (Proactive)
- Stay ahead of the curve! Our product is constantly evolving, with new features, apps, and updates. You’ll learn, test, and introduce these innovations to customers.
- Advocate for customers by understanding their needs and offering solutions that drive value.
- Identify upsell and expansion opportunities, ensuring customers know about new features that can benefit them.
- Conduct training sessions (live and recorded) and create user guides/videos to support customer education and adoption.
- Work closely with the implementation team to help new customers successfully onboard and transition into long-term users.
What You Need
- Bachelor’s degree or relevant certifications
- 2 years of experience in software implementation, customer success, or technical support
- Strong technical skills—ability to troubleshoot both software and hardware issues
- Excellent communication skills (written & verbal) in English
- Proficiency in Excel; knowledge of HTML/CSS is a plus
- Strong Excel skills
- A proactive mindset—curious, adaptable, and excited to explore and introduce new features
Salary : $30,000 - $37,000
