Manager Of Customer Success Open Tech Alliance Phoenix

Job Title : Manager of Customer Success
Date : 17 June 2021
Company : Open Tech Alliance
City : Phoenix

Open Tech Alliance Careers 2021 - Open Tech Alliance provide a chance to fill Manager of Customer Success that will be placed in Phoenix.

Open Tech Alliance Jobs 2021

Detail of : Manager of Customer Success Job Opening in Phoenix

What’s the Role

The Manager of Customer Success is responsible for working directly with team members and customers to improve and enhance the customer experience, ensuring customer needs are met by providing a best in class customer experience. Performs day-to-day coaching and management of team members who receive customer inquiries or issues through a number of channels (phone, email, text, live chat, video chat, etc.).

Who We Are

OpenTech is a technology company that provides innovative solutions and exceptional service for self storage property owners and customers. We have the high energy level and customer focus of an innovative startup, backed by the experience and leadership of a top management team. We are passionate about partnering with our clients to create opportunities for success, and committed to continuously improving ourselves, our processes and our solutions. We make mistakes, but it is how we recover from them that makes us a great company. Sound like the place for you?

Who We Are Looking For

You might be a great fit for OpenTech if: You are collaborative, hardworking, value integrity and bring a positive attitude to everything you do. You care about where you work and the people you work with. You are a creative problem solver and can prove it. You are a team player, ready to step up and step in when needed. You value individuality and actively seek out perspectives, ideas and insights other than your own. You like people and they like you.

Our Customer Success Team Manager will be passionate about developing others through mentorship, coaching, and career pathing, while also seeking opportunities on the road to self-improvement. What you will do: Core duties and responsibilities include the following and other duties as assigned.

Essential Job Functions

  • Responsible for the results of the Customer Success team across all OpenTech technologies forms and services, specifically with regard to customer retention, satisfaction, renewals, and product adoption.
  • Accountable for defining the activities that drive customer product adoption, customer satisfaction, renewals and expand opportunities.
  • Responsible for the day‐to‐day operational management of Customer Success Team.
  • Responsible for the hiring, development and performance assessments of the team.
  • Develop and maintain key metrics for the Success Managers, including, but are not limited to: onboarding; retention; revenue expansion; and customer satisfaction.
  • Highest level of escalation for the Customer Success team.
  • Partner with Sales and Sales leadership to support potential high‐quality customers (HQC’s).
  • Coordinate cross‐functionally to resolve customer friction points in the customer journey and to resolve escalated customer issues.
  • Develop, monitor, analyze and report on key Customer Success KPIs on a regular cadence and in company Monthly Business Reviews (MBRs).
  • Connect business goals to the individual performance and measurable results of the CS team.
  • Identify areas of improvement and project plan actions to continuously improve CS processes.
  • Drive data driven decision making and visibility among the department and cross‐functionally.
  • Manage the closed loop process for customer feedback.
  • Identify at‐risk customers and work with department managers develop strategic plans to correct and retain.
  • Stay up to date on trends and current events within the Customer Success industry.
  • Identify and respond to the Voice of the Customer information at both a macro and micro‐level as it relates to customers that are under Customer Success Management.
  • All other duties as assigned.

Necessary Tools & Skills:

· Bachelor’s degree (B.A.) from a four year college or university plus one to two years related managerial experience and/or training; or equivalent combination of education and experience

Job Type: Full-time

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee discount
  • Health insurance
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance

The Fine Print

OpenTech reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

OpenTech Alliance, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OpenTech Alliance, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Location: PHOENIX, AZ

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

Supplemental Pay:

  • Bonus pay

Education:

  • Bachelor's (Required)

Experience:

  • Microsoft Office: 5 years (Preferred)
  • Customer Success: 5 years (Required)

Work Location:

  • One location

Work Remotely:

  • No

If your qualification is matched with the requirement above, please submit your online application directly through Open Tech Alliance system at :



Notes :

  • All applications are appreciated and will be treated confidentially.
  • Only candidates that meet the above qualification will be shortlisted.

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