Customer Service Manager II or III

Overview

We are seeking a Customer Success Manager with 3 years of experience to join our Customer Success Management Team in the Winter Springs office.

This customer-facing role ensures software adoption success, resolves customer issues, supports department initiatives, and delivers high levels of customer satisfaction that drive strong renewals and growth opportunities. Reporting to the Director of Business Operations, you will contribute to process improvements, help optimize customer success policies, and collaborate with team members to cross-train and share knowledge

Streamline Technologies, Inc. is a software development firm located in the Orlando area of Central Florida specializing in water resources engineering applications. Our philosophy and reputation are built on providing innovative software solutions such as the widely used hydrodynamic stormwater model, StormWise (formerly ICPR®). Our stormwater and flood forecasting models provide innovative tools for resiliency and sustainability.

Benefits: At Streamline Technologies, you’ll enjoy the best of both worlds: the close-knit atmosphere of a small company and the industry-leading benefits and support of being part of the WGI family of companies. We offer a competitive salary and an exceptional benefits package that includes comprehensive medical, dental, and vision coverage, along with a wide range of additional perks designed to support your well-being and career growth.

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Responsibilities

• Act as the primary point of contact for assigned customers, ensuring their satisfaction and success with our products and services.
• Build strong relationships with customers, proactively manage expectations, and consistently deliver on commitments.
• Collaborate with the Customer Success Management Team to share knowledge, cross-train, and promote a unified approach to customer success.
• Resolve customer issues promptly while identifying opportunities for process improvement.
• Assist with training workshop registration, scheduling, and administration to ensure seamless onboarding and adoption.
• Analyze customer data and feedback to identify trends, challenges, and opportunities for improvement.
• Work closely with product and engineering teams to identify and document product enhancement needs based on customer insights.
• Support change management and business process optimization for customers, ensuring smooth transitions and successful outcomes.
• Continuously evaluate and improve customer success policies and internal processes to enhance customer experience.

Qualifications

• Bachelor’s degree in business administration, communications, or a related field, or equivalent work experience.
• 3 years experience as Customer Service Manager
• Proven experience as a Customer Success Manager, Customer Support Manager, or in a similar role.
• Strong critical thinking, analytical, and creative problem-solving skills.
• Proficiency in Microsoft Excel, Word, and PowerPoint for data analysis, reporting, and presentations.
• Excellent verbal and written communication skills, with the ability to communicate effectively in a team environment.
• Experience improving customer success policies and procedures by identifying areas for enhancement.
• Ability to work collaboratively with cross-functional teams to achieve shared goals.

Preferred Qualifications

• Experience managing customer satisfaction for state and local government entities is a plus.
• Familiarity with change management and business process optimization.
• Experience working closely with product and engineering teams to drive customer-focused product improvements.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
• Knowledge of SaaS business models and customer lifecycle management.

Applicants must be currently authorized to work in the U.S. on a full-time basis. We are unable to sponsor or take over the sponsorship of an employment visa.

We pride ourselves on hiring the best and brightest in our field. At Streamline, we work in an atmosphere of cooperation and mutual respect, and as a company, we embrace a high standard of both external and internal accountability. We value safety, integrity, quality service, business success, and most importantly, our employees.

Physical Demands:

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work is performed in an office setting.  Hand-eye coordination is necessary to operate a computer, keyboard and mouse.  Use of a telephone headset will allow for virtual communication with team members through Zoom and/or Microsoft Teams.  While performing the duties of this job, the employee is often required to sit for prolonged periods, use hands/fingers to handle, feel or operate objects, tools or controls and reach with hands and arms, speak and hear.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Streamline is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or individuals with disability. Streamline is an Equal Opportunity Employer.