Customer Success Manager

Cloverhound is an innovative engineering company with deep roots in software development and collaboration technologies. We are a high-energy team that excels at the forefront of exploring and designing modern solutions that industries and businesses use every, single day – solutions that make processes more efficient and peoples’ lives easier.

Job summary:
The Customer Success Manager (CSM) position is focused on aligning Cloverhound solutions to meet the needs of our customers. The CSM will help qualify new customer opportunities, perform adoption services, and maintain customer satisfaction.

Responsibilities:
• Work with customers, partners, and Cloverhound team to qualify customer leads
• Perform customer-facing demos of Cloverhound solutions
• Collaborate on sales activities with Cloverhound team
• Review statements of work and quotes before customer delivery to ensure customer expectations are properly set
• Perform quarterly meetings with customers to gauge customer satisfaction
• Develop and manage client portfolios
• Analyze customer data to improve customer experience
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with Cloverhound
• Promote Cloverhound’s services and solutions and locate brand ambassadors to share the benefits and value of Cloverhound
• Explore and understand desired outcomes of customers. Align Cloverhound services and solutions to achieve those outcomes
• Work with Cloverhound team to improve the customer onboarding process
• Perform end-user training for customers on how to effectively use Cloverhound solutions
• Assist in creating training courses and educational materials for Cloverhound solutions
• Write documentation to effectively communicate opportunity details internally and externally
• Optimize existing processes within the company and actively enhance all customer success initiatives

Qualifications:
• Bachelor’s degree or equivalent experience preferred
• 1+ years of experience in customer service or customer success position
• Experience working with brand image and promoting value through customer experience
• High computer literacy and ability to learn new software

Knowledge and skills:
• Excellent verbal and written communication skills, including effective presentation skills
• A propensity for building relationships
• Self-driven and proactive
• Demonstrate leadership qualities
• Strong organizational, multi-tasking, and time management skills
• Ability to perform tasks with minor supervision
• Exemplify personal drive and integrity
• Passion for customer service

Compensation:
Pay: $50,000.00 – $75,000.00 per year

COVID-19 considerations:
Our company continues to monitor the COVID-19 regulations and recommendations put forth by the CDC. Our teams have worked remotely temporarily through lockdowns and implemented hybrid work environments.