Customer Success

Customer Success Manager

Full TimeDetroit, MI

The Customer Success Manager, acting as the “Voice of the Customer,” works with our customers from pre-sale to post-sale, ensuring that customers have a positive experience with LevelEleven and return a positive ROI. Wearing multiple hats (Consultant, Account Manager, Trainer and Technical Support), the Customer Success Manager’s day may include calling or emailing customers, conducting web meetings, troubleshooting solutions and/or logging product bugs.

Unlike traditional Customer Service models, this role requires someone with account management experience who is comfortable reaching out to customers proactively with contest ideas and encouraging the customer to build out new contests to drive usage, while also resolving any incoming concerns that come in via the customer. This position requires the candidate to become a trusted advisor in helping LevelEleven drive sales performance, motivate key sales behaviors, build a great product and improve adoption of Salesforce.

Day-to-Day Responsibilities

  • Work closely with customers to install LevelEleven, provide training on how to best use the application and provide ongoing support as needed
  • Proactively work with customers to drive usage of LevelEleven within their organization
  • Troubleshoot and actively follow through with issue resolution for customer issues
  • Log product bugs and ensure bugs are fixed and deployed to customer sites
  • Assist LevelEleven customers in designing custom solutions in Salesforce (workflows, formula fields, etc\.)
  • Monitor LevelEleven’s performance toward business process KPI’s and provide suggestions for improvement
  • Help uncover new opportunities for upsell within organizations
  • Assist in the creation of training materials and product release notes for customer distribution
  • Perform online demos of the LevelEleven product
  • Use client feedback to support future product development
  • Ability to grasp technical concepts and capable of mastering new technologies
  • Actively use Salesforce to manage customer activities

Experience and Qualifications

  • Salesforce Administrative Experience Desired (Salesforce Certifications are a plus)
  • Excellent written and verbal communication including ability and confidence in presenting
  • Strong phone and listening skills
  • Self-starter, who is able to work independently and collaboratively amongst a team
  • Desire to help grow an awesome company
  • Bachelor’s Degree

How to get this job

You need to do a few things.

  • A unique paragraph that explains why you’re a perfect fit for this position. Be creative and show us you really want this job!
  • Your resume emphasizing any pertinent experience you have.