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Customer Success Manager at Captricity
Oakland, CA, US
Captricity is seeking an energetic, tech-savvy, customer-centric Customer Success Manager to join our team to support small and medium business (SMB) customers. As a Customer Success Manager, you will be responsible for onboarding and nurturing customer engagement with our product, with the ultimate focus on customer loyalty. You will serve as a customer advocate, communicating customer feedback with other teams, directly contribution to the evolution of our offering. You will also have the opportunity to manage our knowledge base and support portal. This is the perfect opportunity for the right person to get in on the ground floor and grow at a rapidly expanding startup.

The primary focus of this job will be to keep our customers delighted and successfully using our product.

RESPONSIBILITIES:

Own relationships with SMB customers: serve as a trusted/strategic advisor and advocate with a focus on product adoption and building long term relationships with our customers
Create and manage user-facing material, including blog posts, emails, support content and how-to videos.
Implement and manage the support portal (ServiceCloud)
Become an expert on our product
Identify and communicate feedback and suggestions to the product team
PERSONAL QUALITIES

Because we are a startup, you’ll play an active in role in improving and shaping the Customer Success team, and will have the opportunity to work with sales, marketing, product/engineering, operations, PR and other teams. We are a small team that collaborates closely, and we encourage you to take initiative and grow within the job and company. We seek someone with the following skills:

Patient, detail-oriented and well-organized
Able to work quickly and efficiently in a fast-paced and occasionally high-pressure setting
Highly motivated and self-sufficient, but also able to collaborate closely in a team
Flexible and adaptable to an evolving environment, and a quick learner
Able to communicate both problems and solutions clearly, effectively and kindly
Upbeat, positive, even-tempered and empathetic, able to easily connect with people of different backgrounds
Can-do attitude with stellar problem-solving skills
QUALIFICATIONS

2-4 years Customer Success/Account Management/Customer Support or similar experience
Excellent written and verbal communication skills
Prior experience in a startup, retail, food service and/or hospitality is a major plus
Computer- and tech-savvy
College Degree

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