What are the responsibilities and job description for the Customer Success Manager position at Erply?
Job Description:
Erply is on the hunt for a Client Success Manager to join our New York-based team. The Customer Success team is on the front lines engaging with customers: from pre-close through renewal, they ensure our customers feel confident in the investment they are making.
The CSM will be responsible for implementation planning, coaching customers to ensure they are leveraging all available services, managing escalations of at-risk accounts, and identifying opportunities for account growth. A CSM will develop a deep understanding of the typical business challenges they face. They will be skilled at setting the right expectations and ensuring that as a company we meet those expectations.
What You’ll Do:
Stay ahead of the curve! Our product is constantly evolving, with new apps and features added regularly. We need team members who are eager to learn, test, provide feedback, and introduce customers to the latest innovations.
Assist customers with both software and hardware troubleshooting, ensuring smooth operations.
Respond to customer inquiries via phone, email, and tickets.
Advocate for customers, understanding their needs and offering solutions.
Identify upsell opportunities and promote new features.
Conduct training sessions and create user guides/videos.
Assist with data imports and documentation.
Track and document customer interactions and feedback.
What You Need:
Bachelor’s degree or 3 years of relevant experience.
Strong technical skills, with the ability to troubleshoot both software and hardware issues.
Strong communication skills in English (written & verbal).
Proficiency in Excel; HTML/CSS is a plus.
A proactive mindset—curious, adaptable, and excited to explore new features.
Ability to work EST hours.
About us:
Erply provides cloud-based, Point of Sale and Inventory Management software for retailers. With offices in Tallinn, London, New York, and Sydney, Erply is sold and supported globally. More than 100,000 businesses processing over $10 billion in transactions use Erply. Founded in 2009 with offices in the USA, Europe, Canada, and Australia Erply is backed by Redpoint and Index Ventures. Erply has grown significantly, in terms of the level of service we want deliver to our customers. As a result, we are adding to our team in the US, and looking to bring on talented individuals to work within our team as we continue to grow our business.
Job Type: Full-time
Pay: $37,295.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Application Question(s):
- Do you have experience with customer success?
Education:
- Bachelor's (Preferred)
Experience:
- B2B sales: 1 year (Preferred)
Work Location: In person
Salary : $37,295 - $60,000
