LeadingReach

Customer Success Manager

• Provision all LeadingReach accounts accurately and on time, including Enterprise rollouts, web sign-ups, and microsite sign-ups
• Use Zoho CRM to maintain accurate activity, contact, and account information while ensuring data integrity and cleanliness
• Support Project Management, Network Engagement, and Sales teams with provisioning requests, product entitlements, end user creation, and circle management
• Use Confluence to document and maintain processes and account specifics for Enterprise customer builds
• Manage competing priorities across multiple projects and daily tasks efficiently
• Expedite requests based on urgency and business need, coordinating across teams as needed
• Ensure Enterprise and transaction requests are completed accurately and on deadline
• Maintain a deep understanding of product requirements for the different provisions and features
• Be available outside standard business hours on an as-needed basis for time-sensitive projects
• Contribute ideas that improve operational efficiency and bring new thinking to the team

Customer Success Operations Specialist

• Provide timely, high-quality technical support via tickets, chat, and calls
• Troubleshoot product issues and guide customers through resolutions
• Support new customer onboarding and basic product training
• Use Zoho CRM (and related tools) to document cases, activities, and follow-ups
• Escalate complex issues and collaborate with Product and Engineering teams
• Act as the voice of the customer by sharing trends and feedback internally
• Help ensure support requests meet service-level expectations (SLAs)
• Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriate
• Contribute to internal documentation and customer-facing help resources

Customer Success Operations Specialist

Customer Success Specialist – Tech Support