Customer Success

Customer
Success Manager

New York Full time Posted on

Join the CS team! We build strong, meaningful relationships with our valued customers as we onboard and support their company culture needs We work closely with the marketing, product, and sales teams to create customer-focused tools that emphasize bob’s unique features, while constantly improving our employee experience platform based on customer feedback.

About the Position

Our team is growing as our customer base is expanding fast. We are looking to hire an enthusiastic Customer Support Specialist to be the first line of support for customers using bob. Our goal is to delight our customers and provide an amazing experience to everyone during their interactions with Hibob. We are proud to say that we already have a world-class support function and we’re looking for a candidate who can provide meaningful contributions and ensure continued success.

Responsibilities

  • Act as the first point of contact for new and existing customers, working closely with our clients to ensure their success and happiness on the platform
  • Learn and provide product education
  • Manage the entire customer life-cycle pre, post and during implementation while capturing and managing information/data/metrics in Salesforce
  • Complete troubleshooting and escalate where necessary, handle customer complaints raised via our live-chat tool
  • Proactively identify patterns and continually look for ways to improve the way the team works
  • Manage your pipeline with regards to renewals and identify upsell opportunities
  • Obtain and provide client feedback to product team
  • Design client engagement materials and videos to support bob clients

Requirements

  • BA/BS degree
  • Must have clear, effective written and verbal communication skills
  • Desire to work in a fast-paced, changing start-up environment
  • Strong work ethic and the ability to learn quickly and adapt to changes
  • Previous experience with MS Office (Excel), Salesforce, Intercom – required
  • Project management experience
  • Ability to build and manage positive relationships with relevant stakeholders
  • Experience in a SaaS customer support team – an advantage
  • Experience using tools such as Slack, Airtable, Zoom – an advantage
  • Knowledge of the HR industry and the HR tech space