Customer Success Manager

Our mission is to accelerate the world’s transition to more meaningful work. By automating repetitive, data-intensive tasks and processes at scale, WorkFusion eliminates mundane business activities so companies can serve their customers faster and better. As a world leader in process automation for banking, financial services, and insurance, we offer an unrivaled digital workforce platform that enables enterprises to increase workforce capacity, enhance customer satisfaction, and ensure ongoing compliance. We compete in the world’s fastest-growing software segment and are growing at record pace with customers and team members spanning the globe.

This role is fully remote based in the Eastern or Central Time Zones

The role of Customer Success Manager will act as WorkFusion’s bridge between our Global Support customers and our Production Support, Account Management and Product Development teams. The CSM will advocate on behalf of WorkFusion customers and take a team-based approach to keeping the teams laser focused on resolving customer issues. The Customer Success Manager will work directly with customers to enhance their overall user experience with WorkFusion Global Support. The Customer Success Manager is responsible for overall customer well-being by monitoring customer ticket queues and acting as an escalation point for customer issues.

We are looking for people who have a magic combination of domain expertise, enterprise implementation, project management experience, and customer management skills.

Responsibilities

• Overall responsibility for managing the customer support relationship by establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on escalated customer issues.
• Promoting opportunities for two-way communication.
• Keeping customers informed of ticket progress, as well as process and procedural changes.
• Demonstrate competency with the WorkFusion product suite.
• Work with WorkFusion's Product/R&D managers to identify and resolve all issues that could impact customer satisfaction.
• Ensure customers take advantage of WorkFusion's best practices.

Required Skills / Experience

• 2-4 years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• Bachelor's degree required.  Business or technical degree preferred.
• Software industry experience a plus.
• Functional domain expertise with Technical Support
• Proven ability to collaborate and build strong relationships with customers at the System Administrator, IT management, and Executive level.
• Able to succeed in a fast-paced, constantly evolving environment, adapting quickly to change while ensuring a consistent, high-quality customer experience.
• Proven ability to engage across corporate functions (Professional Services, Platform Development, and Product Management).
• Excellent verbal and written communication skills, including the ability to lead meetings and host webinars.
  
• Excellent organization, time management, and communication skills.