Remote Senior Customer Success Manager

Summary

Join UTM.io as a Senior Customer Success Manager to help prospects and customers maximize the value they get from the product. This part-time hourly position requires experience in SaaS, working in sales capacity in Customer Success, and marketing/analyst experience building, managing, and analyzing UTM data.

Requirements

• Must have SaaS experience
• Experience in a sales capacity in Customer Success
• Strong analytical skills and experience working with Google Analytics is a must
• Must have a marketing background, which is a plus if you have worked with paid media and email marketing, and performance marketing
• Knowledge of marketing attribution and its models is a plus
• Experience using help desk software and remote support tools is a plus
• Understanding of how CRM systems work
• Strong articulation and presentation skills
• Ability to communicate and foster positive business relationships
• Willingness to learn and use coaching feedback to improve
• 1+ years’ experience working in a Marketing Technology and Analytics environment a plus
• Passionate about working with customers and delivering a great customer experience
• Patience when handling tough cases

Responsibilities

• Conduct personalized outreach to new customers who have signed up for the product to set up training sessions
• Conduct campaign link and UTM diagnostics to assist in setting up their UTM.io account
• Deliver onboarding training and materials through Zoom
• Ensure platform adoption by helping customer build and set their UTM and campaign link taxonomy
• Deliver value and customer satisfaction through all stages of the customer lifecycle from onboarding through growth and renewal
• Help customers find the right pricing plan on the platform
• Identify risks or barriers to success and proactively put together an action plan
• Monitor the customers’ happiness closely to offer solutions before issues occur
• Mediate between clients and the other departments, including product management and sales
• Handle and resolve customer requests and complaints
• Minimize customer churn
• Share feature requests and effective workarounds with team members and aid in product design and product development
• Respond to customer queries in a timely and accurate way via help center, call, or email
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved

Benefits

• Hourly rate: $40-$60
• Semi-flexible work schedule at 20-30hrs per week, mostly within the US time zone
• Work from anywhere, fully-remote position
• Competitive pay with opportunities for bonus
• All federal holidays off
• Outstanding opportunities for personal growth and career development
• Continued education and training that exceeds what you have ever seen before