Customer Success Manager

Job Description

Reporting to the CSM Team Lead, your responsibilities will include:

• Pursuing excellence in the onboarding process: Striving for exceptional standards in welcoming and integrating new clients to ensure optimal satisfaction and retention.
• Fostering customer loyalty: Reduce churn rates.
• Increasing MRR: Identify client needs and negociate upsells & cross-sells accordingly.
• Enhancing customer experience: Utilize satisfaction indicators to contribute to customer satisfaction improvements.
• Assisting clients: Conduct in-depth needs analysis, offer tailored training, support during transitions, etc.
• User experience analysis: Identify areas for improvement and propose optimizations.
• Problem-solving: Provide solutions to customer issues, coordinate and unite work teams.
• Transforming clients into advocates: Turn customers into enthusiastic promoters of Ringover.
• Participating in product development: Actively engage in product improvement requests for continuous service enhancement.
• Client training, quality business reviews, and ticket management
• Negotiation with large and small accounts

What You’ll Need To Succeed

• You possess a minimum of 1 year of experience in a similar role.
• Proactivity: You’re a self-starter that doesn’t wait to be told what to do and know how to proactively seek information and move on toward your goals.
• Strong interpersonal skills: diplomacy, eloquence, and enthusiasm are your strengths.
• Customer-centric: you listen actively, understand client needs, and respond creatively, aiming for optimal solutions.
• Analytical and tech-savvy: proficient in statistical analysis, essential office tools, and CRMs; digital affinity is valued.
• Persistence and rigor: you are persistent and precise in project management, meticulous in client follow-up.
• Adaptability: you can adapt to diverse personalities.
• Versatility and organization: you are highly organized and adaptable, managing all tasks efficiently.
• Proficiency in both English and Spanish is required.

Must be authorized to work in United States without company sponsorship now or in the future.

Must be located in Atlanta and a reasonable commuting distance to Peachthree Corners area for a hybrid in-office/at-home work.

What’s On Offer

• Health with 90% employer participation for employee coverage only or 70% employer participation for a coverage including spouse and/or children, subject to specific terms and conditions and plan changes
• Dental and Vision coverage with 80% employer participation for employee coverage only or 50% employer participation for coverage including spouse and/or children, subject to specific term and conditions and plan changes
• 401K: Eligibility upon hire.
• Short/Long term disability policy
• Paid time off: Paid time off, including both vacation and sick leave, accrued at a rate of 20 days per year (1.67 days per month) + 7 federal holidays + 1 flexible day off.
• Hybrid working environment from our offices in Atlanta
• Laptop, headset, and other work equipment provided
• Annual seminar in Europe

Ringover is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to any discrimination (race, color, religion, gender, sexual orientation…).

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