Customer Success Manager

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Requirements:

• You are a passionate people-person who loves the dynamics of building relationships with team members & customers.
• You are a customer-focused individual that understands how to create value for customers.
• You have at least a year of experience in client relationship management AND/OR project management.
• You are highly skilled at using a computer, scheduling, running online web meetings with Zoom or Google Meets, and writing emails.
• You are able to think on your feet and rapidly come up with, articulate, and direct solutions to customer issues that arise.
• You have strong English communication skills, with the ability to communicate confidently with American business owners and CEOs.
• You have a positive attitude with the desire to contribute to the success of the company and the ability to remain professional while under pressure with customers.
• You possess exceptional interpersonal skills and an understanding of goal development and implementation.
• A Bachelor’s degree or higher is preferred.

Responsibilities:

• Become the primary contact post-sales, by conducting a thorough customer onboarding & customer education process and take full ownership of the account's health post-implementation.
• Prepares the account to be billable by ensuring that the customer successfully starts with our service, through an introduction to their assistant, by ensuring the customer has access to the Wing platform, and by prompting the customer to delegate their first task.
• Builds a goal plan for the customer, focused on the short & long-term goals towards growth, and identifies ways Wing can support those goals.
• Proactively manage the relationship between our virtual assistants and your assigned clients both during & post-onboarding including: periodic email check-ins with customers, ad-hoc phone/conference calls/texts, and through actively checking in with the virtual assistants, supervisors, and managers assigned to the account as well as to monitor customer usage using our proprietary web tool.
• Manage all inbound customer communications by organizing/escalating & resolving issues appropriately including: assistant quality, staff replacement, billing, sales, and technical inquiries.
• Understand Wing’s different offerings and the value that we provide for each industry through each vertical and communicate it clearly to customers as you grow their engagement in order to potentially promote upgrades, engage in upsells, and obtain customer referrals.