[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. TrueRoll is a company focused on customer success, and they are seeking a Customer Success Manager to drive customer adoption and engagement. The role involves collaborating with teams to enhance customer satisfaction and retention while identifying growth opportunities.

Responsibilities

• Strive to increase revenue through upselling services by 10 percent year over year by:
• Understanding the customer's needs and processes in their respective offices
• Educating the customer about other services offered by TrueRoll
• Completing the upsell process
• Drive customer loyalty with the goal of more than 95 percent retention year over year by:
• Proactively communicating and championing customer needs
• Increasing customer dependency on the application by increasing understanding of features and capabilities, through conducting training, sharing TrueRoll’s educational resources, and tailoring communications of product updates
• Drive customer realization of time to the first value in eight weeks or fewer by:
• Coordinating with the onboarding and sales teams to understand the customer's workflow and key information
• Developing a success plan with the customer to educate staff on how to use the TrueRoll suite and guide users with TrueRoll's best practices
• Regularly checking in in meaningful ways to see their progress and immediately address any concerns or unclear parts of the application
• Strive to earn high average customer satisfaction (8.5+) and net promoter scores (9+) by:
• Monitoring customer usage patterns, identifying potential roadblocks, and providing tailored recommendations to optimize their TrueRoll experience
• Routinely conducting cadence calls, success plan updates, and health assessments
• Training and tuning customers on every new feature and major release update
• Maintaining a minimum 24-hour response time for assigned accounts
• Achieve a rating of better than 90% of first contact resolution on assigned help tickets by:
• Ensuring a customer feels welcomed, understood, and helped during every interaction
• Regularly updating a customer with the progress of their help ticket
• Demonstrate an ongoing commitment to enhancing customer learning materials opportunities throughout the year by:
• Improving and/or updating at least 10 articles/FAQs to the knowledge base or customer success team searchable FAQs
• Contributing one article every quarter for the Homestead Herald
• Participating in virtual customer learning sessions, including TrueRoll Tuesdays

Skills

• Motivation to work effectively independently while also embracing virtual teamwork
• Strong and effective communicator
• Ability to work remotely as part of an asynchronous team
• Ability to learn and understand the TrueRoll product suite as well as the subtleties of exemption qualifications and property taxes
• Embrace TrueRoll's core values
• Abide by TrueRoll's code of conduct
• Bachelor's degree in communication, education, public relations, or a related field
• Project management, video production, and distance learning skills
• Strong written and oral communication skills
• Previous customer relations experience
• Experience in government, particularly an assessor's office

Company Overview