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A Universal Configurable Operations Platform

Customer Success Manager

$65k – $85k • No equity
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The Stemmons Customer Success Manager will be in a unique position to leverage, enhance and elevate the overall operations of an Organization. The ideal candidate is outgoing, well-organized, has impeccable communication skills, able to lead a team of Quality Assurance Developer, needs little to no direction as they are a self-starter who understands the importance of deadlines and setting expectations, as well as, has a passion for improving the Organizational Operations of a multitude of companies across various verticals.
RESPONSIBILITIES
Enhance operations of client by leveraging the toolset: Stemmons Central
• Oversee the Quality Assurance team by carrying out resource leveling, ensuring customer success standards are up to date and SLAs are being fulfilled upon
• Manage Client challenges to ensure they are being diagnosed and resolved in a timely manner
• Oversee all client support requests, and when possible, diagnose and resolve issues yourself
• Identify bottlenecks and highlight opportunities to improve performance in Customer Success
• Interact with C-Suites and Decision-Makers on occasion to ensure changes in priorities, initiatives, and processes are getting the attention they need and Clients are empowered and supported in growing the product within their organization
• Analyze data, design, configuration, and developments for accuracy, consistency, and completeness
• Create and maintain documentation on data governance standards, QA standards, and related policies
• Be able to understand business challenges and translate them into business solutions within Stemmons
• Understand all functionality of Stemmons, up to date on new features, and reaching out to clients to suggest additional uses of the system
REQUIREMENTS
• Excellent communication and English language skills, spoken and written
• Strong attention to detail and able to follow instructions
• Personable, easy to get along with, and respectful of others
• Strong problem solving skills
• Solid understanding for the importance of operations and the desire to enhance them
• Ability to work with cross functional teams including business and IT resources
• Strong process improvement and documentation skills
• Aptitude for learning new systems and processes with minimal instruction
• Ability to adapt to constantly changing business requirements
• Self-Starter and Self-Led
• Must take responsibility for own learning, must be able to hit the ground running
• Ability to design operational processes using Stemmons’ Applications

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