Customer Success Manager
Thank you to all who have applied. We are reviewing applications now, and not accepting new applications for this position at this time.
The Customer Success Manager is responsible for successfully managing long-term relationships with key clients, ensuring their success with PageDNA.
Reports to: Director of Customer Success
Requirements, Work Hours and Location
This is a full-time salaried position and is open to citizens and resident aliens of the United States who can pass a background check – we cannot sponsor work visas at this time. You can be located anywhere in the US provided you have a quiet home office with internet access. PageDNA has a generous PTO and paid Holiday plan, along with benefits for primary and dependents.
Responsibilities
- Manage the relationship with existing clients by providing technical support via phone, email or ticketing system
- Work directly with partner and customer teams to manage integration projects
- Identify opportunities for expansion within existing accounts
- Identify and escalate “at risk” accounts
- Manage and perform technical maintenance tasks
- Write bug reports utilizing defined format, including reproduction steps
- Perform all duties in accordance with established procedures
- Participate in continuous improvement of Customer Success policies, procedures, and tools
- Complete other tasks as directed
- Create, maintain and improve departmental policies and procedures
- Maintain a working knowledge of current industry trends, techniques and tools
- Conduct customer training sessions after becoming familiarized with our platform
Requirements
- Proven working experience in the information technology sector
- Solid technical background with understanding of software development and web technologies
- Ability to understand technical requirements and specifications
- Excellent client-facing and internal communication skills
- Solid organizational skills including attention to detail
- Ability to effectively manage multiple tasks with competing priorities
Not Required, but Helpful
- Printing Industry Experience
- Working knowledge of Adobe InDesign, Illustrator, Photoshop
- SaaS, eCommerce and/or Web to Print Technology Experience
- Experience with Salesforce / Service Cloud
- Microsoft Office and Google Apps Experience
- PMP / PRINCE II certification
