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Customer Success Manager

Targeted Talent • North Vancouver, CA • 6m ago

Job Description

What you'll do

Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
Advise customers on solution features, configuration options, and system processes and procedures
Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
Manage changes to requested solutions, including following the documented change request process for scope and billing management
Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
Provide proactive outreach at all stages of the customer lifecycle
Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
Participate in customer support standby rotations when the regular support team is unavailable
Assist, if requested, in the sales process, providing technical sales support
Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
One or more years of experience managing software implementation projects
Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
Excellent communication and presentation skills
Must be personable and enjoy working with people in an entirely customer-facing role
Knowledge of project management/delivery methods and tools
Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
Working knowledge of Scrum and other Agile methodologies
Bonus: previous experience with programming, or ability to write simple database queries and scripts
Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
Experience in the Workforce Management domain preferred
Experience with Salesforce (or other CRM) desired
Ability to travel (job requires up to 30% travel)
Comfortable working as needed in a remote environment with video-conferencing tools