HONK Technologies

Customer Success Manager

• Lead end-to-end onboarding for new clients, ensuring a seamless handoff from Sales through implementation. Coordinate with internal teams, provide training and documentation, and set expectations for ongoing support.
• Develop and deliver engaging training to help customers confidently use HONK’s platform and services. Includes creating user-friendly documentation, FAQs, and virtual/in-person sessions.
• Drive account growth by identifying cross-sell and upsell opportunities within your portfolio, aligned to each customer’s operational goals and product fit.
• Facilitate regular working sessions with client contacts to provide hands-on support, address roadblocks, and share platform best practices.
• Track and report on essential KPIs, including net revenue, utilization, conversion, and attachment rates. Leverage these data-driven insights to refine client success strategies and continuously elevate the customer experience.
• Review support case trends and coordinate with Support and Engineering teams to implement scalable, long-term solutions.
• Conduct strategic account reviews, analyzing implementation performance and offering forward-looking insights to increase platform value.
• Provide white-glove support during high-stakes customer events (e.g., seasonal surges, major platform updates).
• Manage escalations with the Engineering team, serving as the customer’s advocate and liaison.
• Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap.

Client Success Manager

Customer Support

• Interact directly with customers via phone
• Understand the company's scope: value proposition, operational processes, and growth potential. Ability to explain these items appropriately and articulately as needed
• Utilize the company's proprietary technology to connect members with our nationwide partner network
• Answer calls to assist customers with order fulfillment and service execution
• Analyze and interpret customer needs while building rapport to provide immediate assistance through tailored solutions
• Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames
• Thinking outside of the box to solve all customer issues that may arise through unprecedented customer service

Client Success Manager

Customer Care Specialist – Inbound Phone Support