Customer Success Manager

Atmosphere TV•Austin, TX

10d

About The Position

Atmosphere is seeking a highly motivated individual who can help our customers get the most value from our industry-leading products. We are expanding our Customer Success team and need go-getters who are excited to help customers adopt new technology that can have a massive impact on their business. The ideal candidate has experience onboarding and supporting customers in a fast-paced environment. You love being on the phone with customers all day to understand their unique challenges, develop creative solutions, and motivate them to fully adopt Atmosphere. You are eager to own customer adoption goals and will serve as the "voice of Atmosphere" for our existing customer base. Whether you’re fielding an inbound request or thinking critically to solve a technical hurdle, you are focused on driving satisfaction and ensuring a successful onboarding experience. Your contribution will have an immediate impact on the company’s success. We offer a positive work environment with significant professional growth, allowing our Customer Success team to progress into new roles as we scale. This position reports to the Assoc. Director, Customer Success.

Requirements

0-2 years as a customer support/service/success representative
Proficiency with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zoho, etc.
Detail-oriented and well organized with a deep commitment to quality work products
Strong analytical and problem-solving skills with the ability to think critically under pressure
Ability to work independently and multitask in a fast-paced environment
Excellent communication skills, with the ability to be clear and concise while remaining empathetic, accurate, compassionate, and resourceful
Possess a strong sense of urgency and an ability to analyze and solve problems
Positive, team-focused attitude
Be passionate about positive customer service experiences and outcomes.
Demonstrate sound judgment and decision-making
Accept accountability and take a high level of pride in your work

Responsibilities

Conduct onboardings and train new customers on how to install and use Atmosphere to ensure immediate value
Ensure a timely implementation process from the time a device is shipped to when the device is installed and actively streaming
Provide quick, high-quality responses to inbound requests, owning the customer experience while providing technical solutions to help customers realize their goals
Manage and optimize an organized ticketing pipeline and activity records using a CRM to ensure no customer falls through the cracks
Prioritize and resolve omnichannel communications (phone, email, and chat) to consistently meet Service Level Agreements (SLAs)
Triage and expedite complex issues, following up cross-departmentally to ensure a “closed loop” resolution for the customer
Develop, demonstrate, and maintain technical skills to troubleshoot issues, create test scenarios, and investigate issues based on customer product use
Understand customers’ concerns and complaints, determine the cause of their problems, and think critically to identify the best solutions
Analyze cancellation requests and churn patterns to identify trends, propose strategic saves, and reinforce long-term customer retention
Identify and pursue upsell opportunities to support customer growth and account expansion
Perform proactive account check-ins to maintain high levels of customer support and satisfaction
Foster teamwork and collaboration across all teams to share feedback, innovate the product, and enhance operational efficiency