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Customer Success Manager - 100% remote - US ID-10911

Company Description

We know presentations are often static, boring and fail to create engagement. In fact, millions of dollars in business are lost when the audience checks out seconds into a pitch. This opens the door for competitors to swoop in and steal your customers. Ingage brings the story of your product, service or idea to life with interactive presentations. At Ingage, we believe, when your story comes to life, people care.

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Remote Data Entry, $42/hr, Evening/Night Job, No Experience
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Virtual Assistant, $40/hr, Weekend, College Student, Remote
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Job Description

Position Summary

In this role, you will be responsible for all aspects of the customer relationship post-sale and throughout the customer lifecycle. You will become the customer’s primary point of contact and their trusted advisor by leading them through a positive onboarding experience and delivering ongoing education to ensure their adoption and success with Ingage.

You will work closely with our Sales, Product and Support teams to share learnings and insights from customers and provide regular feedback and reporting to help optimize our customer success processes for customer satisfaction, retention and growth.

Key Characteristics

  • Value Focused: Evaluate the ROI of resources spent and incremental value generated from our activity.

  • Problem Solver: Curious to fully understand problems and take initiative to seek solutions and ensure we are driving value for the company.

    Career fairs and events

     

  • Customer Driven: Relentless focus on the entire experience throughout the customer journey.

 

You Will

  • Be the primary point of contact for our customers 

  • Work closely with the Sales team to smoothly onboard new customers to the Ingage Suite

  • Manage the onboarding curriculum and provide regular feedback to leadership on improvement recommendations

  • Manage the Customer Success Hubspot process

  • Manage all email and phone communication with customers including calling customers

  • Proactively identify and engage with customers based on their custom health

  • Report on customer health and align with Sales on up-sell opportunities

  • Serve as a backup for our Support lead as needed

  • Escalate customer bugs and feature requests, working closely the product team to influence upcoming releases.

  • Be knowledgeable of release schedules and release content

  • Organize, write and deploy newsletters and product release emails to customers

  • Own the product knowledge base

  • Recognize and confirm opportunities for customer testimonials and references

Location

Ingage has a distributed workforce dispersed domestically in the United States and internationally. All employees work remotely. This position will require you to work east coast business hours.

Compensation

Ingage offers a competitive compensation package commensurate with experience and incentive compensation based on performance.

 

Qualifications

Requirements

  • 2 years of experience in a similar customer facing role in Customer Success and/or Account Management

  • Excellent writing and verbal communication skills

  • Strong empathy for customers and passion for revenue and growth

  • Understanding of software and technology with an eye towards benefits to end users

  • Analytical and process-oriented mindset

  • Excellent organizational and time-management skills to coordinate across teams

  • Flexibility and comfort in a fast-paced environment with rapidly changing business needs

  • Willingness to take direction and feedback

  • Preferred: Experience with Hubspot and JIRA

  • Preferred: Previous experience with SaaS based solutions

 

Additional Information

All your information will be kept confidential according to EEO guidelines.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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