Customer Success Manager

illuno•Dallas, TX

3d•Remote

About The Position

Here at illuno, we are a rapidly growing software provider in local law enforcement. We built a cutting edge marketplace platform to connect local businesses and communities with their local police departments for the staffing and managing of off-duty details. We are looking for experienced Customer Success Manager to help us facilitate and accelerate the growth that we are experiencing. If you're dedicated, ambitious and up for a challenge, please don't hesitate to apply.

Requirements

3-5 years of experience in customer service or customer success position strongly preferred
Experience working with brand image and promoting value through customer experience
Exceptional ability to communicate and foster positive business relationships
Technical skills required, as they relate for the use of the product to service to be solid
Accountability and personal organization are essential
Experience in managing a diverse group and training each according to company standards
Ability to establish milestones and keep all team members on task
Experience analyzing and optimizing the existing processes in the Customer Success department
Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

Responsibilities

Establish clear retention goals and process milestones for the client and employees to work toward
Assist customers as needed with setting up and navigating programs or software associated with a product or service
Assist in creating training courses and educational materials for other members of the team and clients
Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
Optimize existing processes within the company and actively enhance all Customer Success initiatives