Customer Support Manager
Job Description
Your mission
As a Customer Onboarding Specialist, you will be responsible for ensuring the successful onboarding of new Recruitee customers, as well as being a trusted advisor for best hiring practices. Successful team members are hands-on, have a high level of ownership, and are obsessed with giving our customers the best experience possible as you help build for their future success. This is an exciting career opportunity where your contribution is directly visible at the company level.
About the Team
We are a growing team of 16 Customer Success Managers across the New York and Amsterdam offices and our mission is to help our customers grow their teams and companies in the most efficient way. The key to unlocking this is building and maintaining a trusting relationship with our customers and together building a collaborative culture within their companies. We are not afraid to challenge the status quo to help our customers with their recruitment đź’Ş.
Your 12-month journey
Your first three months you will spend focusing on learning everything there is to know about Customer Success: understand the workflows, our processes, the team, how we onboard customers and more. You will be working closely together with the other team members and be shadowing onboarding calls. After shadowing some calls, you will have taken on your first few onboarding's.
After three months, you will have taken responsibility and ownership of multiple client onboardings, and will continue to learn our customers, best practices with Recruitee and starting to become a subject matter expert on all things recruiting. You will start contributing to team oriented projects as we iterate and improve on all of our processes.
After 12 months you have mastered your way in how we keep our customers happy by ensuring they get the full value from Recruitee during the onboarding phase. You developed a deep understanding of our customers needs, the recruiting industry, and have a huge impact onboarding more happy customers. You also will be involved in multiple projects that continually shape the future of the role.
What you’ll be doing
Lead the onboarding for new Recruitee customers, utilizing project management skills by creating timelines, keeping customers on track, sharing strategic advice, providing proactive help, and effectively training the customer teams.
Develop a deep understanding of customer goals and needs, and use this knowledge to create their implementation plan.
Set customer expectations and use persuasive change management skills, finding a balance between the customer’s goals and Recruitee’s objectives.
Lead communication between internal stakeholders, ensuring a smooth account transition from Sales to the Success Team.
Assess “health checks” for your customers during implementation to assure future success and retention.
Identify and highlight potential upsell opportunities for future growth.
Master the Recruitee software and technical integrations.
Work closely with the product teams to provide customer feedback for future roadmap direction.
Continuously optimize the onboarding content and processes.