Customer Success Manager

Summary

Join Power Digital as a Customer Success Manager and provide best-in-class support to clients, onboarding them to the nova Platform and its Scoreboard. Collaborate with a cross-functional team, including engineers, product managers, and designers, to deliver top-quality customer management. Build client loyalty to ensure long-term retention by presenting product information, addressing issues, and assisting with upsells and renewals. Contribute to the nova software by serving as the main client contact, assisting users with product functionality, and expanding the product knowledge base. Participate in agile development processes and work with team members to enhance the department's capabilities. The role requires experience in customer service, product management, training, and analytics, along with strong problem-solving skills. Success will be measured by onboarding efficiency, product adoption, and customer satisfaction.

Requirements

• Experience in Customer Service or Account Management: Proven track record in customer-facing roles, preferably within the software or technology industry
• Product Management Knowledge: Prior experience or understanding of software products, demonstrating the ability to grasp technical details and customer applications
• Training and Onboarding Expertise: Experience in guiding customers through onboarding processes and conducting effective training sessions
• Analytical and Reporting Skills: Familiarity with using analytics tools for customer data analysis and reporting, with a focus on continuous improvement
• Problem-Solving Experience: Background in addressing and resolving customer issues, ideally in a technical or software-related context

Responsibilities

• Employ AI technologies to enhance and optimize business processes
• Utilize and leverage Power Digital's Nova ecosystem as it relates to your department
• Serve as a point of first contact for clients and account teams
• Manage client onboarding and reporting environments
• Handle communication of training sessions and onboarding requests submitted via slack and intercom
• Build an efficient and effective system of answers, documentation, escalation and prioritization of product-related questions
• Collaborate with Product Managers to share common product needs
• Gathering product feedback from users and share it with our Product team
• Create and regularly update internal documentation of our product features and process
• Develop instructional documentation and videos to support the onboarding process of new and existing features