What are the responsibilities and job description for the Customer Success Manager position at Viably LLC?
Join a Growing Team of Innovators and Explorers
At Viably, you will work in a fast-paced environment alongside people passionate about uncovering and supporting North America's most forward-thinking industrial waste and recycling solutions.
We are called Viably because that's how we think. About everything. We are driven to empower clients with new capabilities to evolve business and protect our planet.
What You Will Be Doing :
The Customer Success Manager is a customer-focused advisor. They are intelligent, independent, organized, and self-driven individual who can communicate effectively and build customer relationships. The Customer Success Manager works closely with sales, marketing, and product support teams to deliver a seamless customer experience.
The Customer Success Manager has a passion for helping customers and ensuring customer satisfaction. They efficiently utilize software tools, including Salesforce CRM and Microsoft Office products and possess strong computer skills, customer service skills, and attention to detail. They can manage shifting priorities and can provide detailed and concise communication to both customers and the internal teams.
Key Responsibilities Look Like :
- Customer Advocacy & Support- Acting as a liaison between customers and internal teams, such as engineering, service, parts sales, or machine sales. Relay customer feedback, suggestions, or requests to the appropriate teams, advocating for customers' needs. Provide tailored support to each customer's needs, resolving problems in a timely manner.
- Teamwork - Partner with sales, marketing, and product teams to support customers' needs and deliver an excellent customer experience.
- Reporting and Data Analysis - Utilize Viably tools to track customer's equipment, monitor performance, and communicate proactively with customers regarding support, maintenance, and available upgrades.
- Onboarding - Guide customers through the onboarding process, teaching product features and ensure product delivery and training needs are met.
- Customer Satisfaction - Ensuring elevated levels of customer satisfaction by providing excellent service, empathetic communication, and prompt issue resolution. Maintain a positive and professional demeanor, even in challenging situations, to establish a positive customer experience.
Critical Skills and Experience You'll Need :
Physical Demand & Competencies :
Benefits (we've got your back) :
Viably is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation (including transgender status), pregnancy and related medical conditions, gender identity, national origin, creed, marital status, family status, ancestry, age, disability, genetic information, veteran status, or any other applicant characteristics protected by applicable law. Qualified individuals with a disability who require an accommodation to perform the essential functions of the job or to participate in the job application or interview process should contact Rochelle Taylor at [redacted]
