Customer Success Account Manager - North America - Remote

Overview

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.

In Short

• Be an expert in ShiftCare, so you can guide users and answer their questions
• Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero
• Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs
• Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts
• Pro-actively analyse customer product usage and evaluate account health
• Translate customer data into appropriate actions
• Coordinate resources to drive feature adoption
• Communicate with clients about new features and product releases
• Effectively communicate customer feedback to ShiftCare Product team
• Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing

Requirements

• Empathy for people and clear communication skills
• Tech-savvy with the ability to explain concepts clearly
• Ability to work in North American time zone
• Experience with customer success metrics
• Strong analytical skills
• Familiarity with HubSpot and ChurnZero
• Ability to work collaboratively across departments

Benefits

• Work from home flexibility
• Opportunity to grow within the company
• Supportive team environment
• Engagement with a diverse team