What are the responsibilities and job description for the Client Success Manager position at Wise Pelican?
Job Title: Client Success Manager (Onsite - Scottsdale, AZ)
Location: Scottsdale, Arizona
Employment Type: Full-Time
About Wise Pelican
Wise Pelican is an innovative leader in real estate marketing solutions, empowering real estate professionals and small business owners with cutting-edge tools and services. As a growing company with a global workforce, we foster a dynamic, inclusive work environment that promotes growth, innovation, and collaboration.
Position Overview
We are seeking a Client Success Manager to join our team in Scottsdale, AZ. In this role, you will be a front-line support specialist, assisting customers via phone, email, and sometimes chat. Your primary responsibilities will include root-causing and resolving customer inquiries, troubleshooting issues, and ensuring a seamless customer experience. You will work closely with our sales and operations teams to support and guide new and existing customers.
Key Responsibilities
Customer Support:
- Provide an excellent customer support experience for our customers when answering inbound support calls.
- You will be responsible for root-causing and resolving inbound support inquiries from our main line and support email.
- You may also assist with chat when needed to help maintain SLAs.
Customer Support & Issue Resolution
- Provide exceptional customer support by responding to inbound calls, emails, and occasionally chat inquiries promptly and professionally.
- Troubleshoot technical issues related to our platform and assist customers with navigating our services.
- Escalate complex issues to the appropriate internal teams when necessary.
- Escalate customer inquiries and resolutions to identify trends and areas for process improvement when needed.
Documentation & Reporting:
- Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in our CRM.
Required Qualifications
- 2 years of customer support experience, customer success, or help desk role.
- Strong verbal and written communication skills with a customer-first mindset.
- Proven ability to problem-solve, troubleshoot issues, and provide clear instructions.
- Ability to multitask and prioritize in a fast-paced environment.
- Proficient in using CRM and support tools, with an ability to learn new tools and workflows quickly.
- Ability to work in an ambiguous environment
Preferred Qualifications
- Experience with HubSpot, Google Suite, Slack, and Aircall.
- Strong Customer Support Background.
- Marketing and/or real estate experience are a plus.
