Customer Success Manager

Department: Customer Success

Group: Operations

Reports to: Chief Operations Officer

Supervision: All Support Agents and Support Champions

Pay Range: $85K to $90K

Overview

Yellow Labs Software, Inc is currently in the process of hiring a Customer Success Manager for their global Cloud ERP product, CustomBooks™. See more about us here: https://custombooks.com/

Position Summary

The Customer Success Manager (CSM) is responsible for building strong relationships with customers, ensuring their satisfaction and success with our products, and free and paid services.

The CSM acts as a trusted advisor, guiding customers through onboarding, adoption, and retention phases, while identifying opportunities for upselling and cross-selling on their own. And ensuring the Support Agents that report to you are fully trained, identifying opportunities and selling paid services. The ultimate goal is to help customers achieve their business objectives and maximize the value of their investment in our solution, as well as identify opportunities for revenue for YLSI.

Position Responsibilities

Customer Support

• Lead the Customer Support team in helping our customer resolve issues.
• Monitor performance, train and mentor Support Agents.
• Suggest and implement process improvements to enhance efficiency and scalability.
• Handle higher level support issues, onboardings and training as needed.
• Meet, and ensure the Support team, meet all established Service Legal Agreement (SLA) times.
• Lead the First Level weekly meeting with the Support Team.
• Manage and monitor Tier 3 Slack channel and make sure threads are resolved - ticket created or if not a bug and new feature that it is addressed in the PM Review meeting.
• Ensure Zoho Desk tickets are created for any issue that is reported or discussed, and that all applicable Zoho Desk tickets are linked to Jira tickets.
• Lead and Host the PM Review weekly meeting with Support, Product, Operations and QA.
• Attend Product meetings as invited to discuss issues and projects, presenting your feedback and experience to help develop the best solution we can.
• Conduct Zoho Desk and Atlassian Jira searches for issue investigation
• Ensure you and your team are fully trained on all processes and services.
• Write Support related emails to customers for any issues or announcements as assigned.
• Provide billing backup as needed in Zoho Billing Add Ons.
• Create and maintain the Support Team Schedule ensuring all times are covered for established Support Hours.
• Manage and oversee Partner and Customizations Support, Payroll Onboarding and Support, Cancellations, Refunds processes and communications.

Paid/Professional Services: Support, Onboarding and Training:

• Work with the Sales, Operations, Training and the Support teams to guide new customers through paid support and/or paid training, paid onboarding and other services - ensuring a smooth and positive experience.
• Conduct the Support activity purchased, collaborating with other team members as needed.
• Provide resources to help customers understand and effectively use our products.
• Ensure the Paid Services processes are adhered to by all Support Agents and notify the COO of any issues with processes.
• Ensure you and your team are fully trained on Data Import data migrations and QBO and QBD conversions.

Upselling and Cross-Selling:

• Identify opportunities for upselling and cross-selling additional products and services.
• Collaborate with sales and marketing teams to drive expansion and revenue growth within existing accounts.
• Engage the Sales Team as needed to ensure opportunities for sales and revenue are not missed.

Relationship Management:

• Develop and maintain strong, long-lasting relationships with key customer stakeholders.
• Serve as the primary point of contact for customers, addressing their needs and concerns.

Customer Advocacy:

• Act as the voice of the customer within the company, providing feedback to internal teams to improve products and services.
• Advocate for customer needs and work to resolve any issues that arise.

Customer Success Planning:

• Develop and execute customized customer success plans tailored to each customer’s unique goals and objectives.
• Monitor customer health and engagement, identifying at-risk accounts and implementing strategies to mitigate churn.

Performance Monitoring and Reporting:

• Track and report on key metrics, such as customer satisfaction, product adoption, and retention rates. As well as the Support Agents’ performance. Some metrics are done manually, some will be automated. Send out updated reports to the COO (and anyone else requested) monthly.
• Prepare regular reports and presentations for internal stakeholders and customers as assigned.
• Oversee Accounts Receivable and Collections tasks are done on time by the assigned Support Agents.

Customer Education and Community Building:

• Work with the Training Evangelist, Sales Manager, Marketing Team and COO to organize and facilitate customer training sessions, webinars, and user group meetings.
• Lead and manage Zoho Desk Knowledgebase and our Idea Exchange. Ensure KB Articles are written for any missing content, content is updated and videos are embedded. Also ensure SEO is done in each article. Ensure all Support Agents are creating and updating KB Articles.
• Foster a community among customers to share best practices and success stories.Identify happy customers for success stories and positive online reviews.

Continuous Improvement:

• Continuously gather customer feedback and work with product and engineering teams to improve product features and customer experience.
• Identify and communicate ways to improve processes.

Other duties as assigned.

Position Requirements

• Knowledge of business processes (sales, purchases, distribution, inventory, ecommerce, banking, business and financial reports) is mandatory to be successful in this role.
• Knowledge of accounting is strongly preferred.
• Strong and proven problem solving and troubleshooting skills for business operations.
• Experience managing a diverse and remote team of at least four +.
• Strong technical knowledge and acumen.
• Experience with Zoho Desk or other Support Desk platform required.
• Preferred: Atlassian Jira and Confluence, Slack, Asana, Zoom.
• Knowledge in other platforms we integrate with are preferred: ShipStation, Square, Stripe, Bill, Nuvei, Gusto, Avalara, Ledgersync.
• You will need to become an expert in the CustomBooks Cloud ERP software.
• Calm and professional demeanor, can handle high stress situations, and are great with individuals of other nationalities.
• Multi-tasker; high productivity threshold. Ability to work successfully remote and with others in many different timezones.
• Excellent communicator, high professionalism.
• Bachelor Degree in Business, or related degree Required.
• MBA or CPA preferred.