Customer Success Manager

Company: Wonderlic
Location: Vernon Hills
Posted on: April 2, 2021

Job Description:

Work at a company where people truly believe in what they---re doing! At Wonderlic, we combine our science-based assessment background with the best talent to innovate the way modern pre-employment screening is leveraged by the recruiting industry. Our mission is to expertly combine I/O psychology, machine learning, and artificial intelligence to ensure applicants are able to find their best jobs. Wonderlic provides the most trusted, scientifically validated assessments for sophisticated HR teams looking to identify top applicants and accurately predict on-the-job performance potential.\n \nAs a people-first company, we---re constantly on the lookout for the best and brightest minds to propel Wonderlic forward. Do you strive for excellence? Are you driven by the desire to make positive changes in the world you live in? Are you passionate about your craft? Join Wonderlic in shaping the future of our organization. We---d be happy to have you.\n \n Job Title: Customer Success Manager\n \n Location: Remote position with occasional travel to our Vernon Hills office post COVID-19\n \n Reports to: Manager of Customer Success\n \n Summary: As a Customer Success Manager (CSM), you will manage a dedicated portfolio of customers with direct ownership of the customers service experience, satisfaction, adoption of services, and overall retention. CSMs are tasked with building relationships with customers, understanding their goals, and positioning our products and services to meet those goals. CSMs will also address service-related inquiries for customers that are part of their portfolio, including technical and billing-related issues. As a Customer Success Manager at Wonderlic, you will provide excellent customer service and support, increase product engagement, and facilitate organic portfolio growth while building long-term customer relationships in an open and collaborative environment.\n \n Primary Functions and Responsibilities:\n \n Provide a strong customer service experience and facilitate engagement and satisfaction with products Monitor product usage and conduct executive business reviews to ensure customer satisfaction Anticipate customer needs and follow up to offer renewals and additional services Build sustainable relationships with customers through continued communication Take ownership of customer issues and follow problems through to resolution Coordinate with internal departments to best serve customer needs Keep accurate records and document customer service actions Contribute to team sales goals \n Essential Competencies and Characteristics: \n \n Strong problem-solving skills Grasps and applies new information quickly Excellent oral and written communication skills Customer service orientation Patience and ability to stay calm when customers are upset Ability to thrive in a fast-paced environment Flexibility to work with change and innovation Strong organizational and time-management skills Patience and ability to stay calm when customers are upset Advanced computer skills and aptitude to learn new software and technologies\n Preferred Qualifications:\n \n Extended prior customer service experience with a SaaS platform Working knowledge of customer service software, databases, and tools\n What we Offer:\n \n Competitive compensation Competitive Paid Time Off (PTO) 8 paid holidays and 2 extra floating holidays A paid, company shutdown week from December 26 to December 31 Medical, dental, and vision group insurance Company paid life and long-term disability insurance Paid Parental and Primary Caregiver Leave after 1 year of employment Flexible work schedules 401(k) with matching after 1 year of employment Onsite gym Highly collaborative, innovative and fun work environment\n \n Affirmative Action Plan/Equal Employer Opportunity (AAP/EEO) Statement: Wonderlic is proud to be an equal employment opportunity/affirmative action employer. Here, diversity is valued and celebrated, and is what makes us such a successful team. Wonderlic does not discriminate in employment on the basis of race, color, religion, gender, gender identity, pregnancy status, national origin, sexual orientation, marital status, disability, genetic information, age, parental status, military/veteran status, or any other factor protected by law.\n \nPowered by JazzHR\n \nJz6XhRu6pm

Keywords: Wonderlic, Arlington Heights , Customer Success Manager, Executive , Vernon Hills, Illinois