SkySlope

Customer Success Manager

• Responsible for meeting ALL role expectations listed HERE
• Responsible for the onboarding process (process call, training, launch) for any assigned new customers
• Responsible for building and maintaining rapport with clients to ensure a high user adoption rate and act as the main point of contact for each of their assigned clients
• Responsible for performing proactive reach outs to their accounts to assess health of the account and to identify future needs and growth opportunities
• Responsible for analyzing account specific data via CSM dashboards to evaluate the health of a client and take proactive steps to increase their engagement and retention
• Responsible for semi-annual and quarterly business reviews as assigned by Leadership
• Become a SkySlope domain and product expert in order to consult on Best Practices
• Customer issue troubleshooting and follow up
• Creating video tutorials as needed
• Reach out to eligible customers for upsell opportunities

Junior Customer Success Manager – Books

Support Engineer

• Providing exceptional customer, technical, and product support to customers
• Responding to customer support tickets and resolving issues
• Supporting peers in order to increase overall efficiency of the whole department
• Maintaining expert level proficiency on the system
• Troubleshooting technical issues and maintaining strong communication with the customer throughout the process
• Identifying, testing, and escalating websites issues to QA as necessary
• Using down-time to complete File Recs from the service queue

Junior Customer Success Manager – Books

Customer Support Technician