Job Description

Company Description

Gleantap is an intelligent customer experience platform for fitness & wellness clubs, enabling them to optimize sales & marketing campaigns through data insights. The platform uses contextual data, AI, and automations to enhance communication between brands and customers, resulting in higher conversions and customer retention.

Role Description

This is a full-time remote role for a Customer Success Manager at Gleantap. The Customer Success Manager will be responsible for managing customer relationships, ensuring customer satisfaction, analyzing data to improve customer retention, and building strong relationships with clients.

Core Responsibilities: Your core responsibilities in this role will include the following:

• Help onboard new customers to Gleantap by educating them on the platform, setting expectations and timelines, and working with them to achieve their goals. 
• Provide email, web, and phone support to customers and partners in a timely and accurate manner
• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
• Document all support interactions and resolutions in the existing case management systems
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Submit well researched and well documented bugs and feature requests arising from customer submitted requests
• Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements
• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels as well as the onboarding and continued engagement of existing customers. 
• Be proactive to ensure every customer is successful and is seeing the best results possible with Gleantap.

Required Skills: Ideal candidates for this role will need the following skills: 

• Detail oriented and well organized
• Exceptional communication skills both written & verbal.
• Strong interpersonal skills & proven success in cross-functional collaboration
• Develop and maintain expert level mastery of Gleantap products
• Proficient with Intercom, Freshdesk and Jira
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both

Qualifications: Ideal candidates for this role will have the following qualifications. 

• 1-3 years of direct, verifiable customer success or support experience in a fast-paced environment – preferably with an enterprise SaaS provider
• Strong written, verbal, and organization skills
• Strong understanding of technological platforms and web infrastructure
• Excellent problem solving, critical thinking, and analytical skills
• Quick learner; able to learn new technologies on own as necessary
• Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
• Committed team player with the ability to function both independently and as part of a team
• Must be personable, friendly, and able to work efficiently under time constraints.

If this is you, please apply - we are excited to meet you and hopefully welcome you as part of our team! 

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