Manager – Customer Success Specialist Team
Confirmed live in the last 24 hours
Relay

201-500 employees

Enterprise communication software
Company Overview
Relay is on a mission to help frontline workers by building a platform that makes them feel better, faster, and safer than ever before. Relay has designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – that is disrupting the handheld radio industry for B2B enterprise clients and non-desk workers.

Company Stage

Series A

Total Funding

$13M

Founded

2015

Headquarters

Raleigh, North Carolina

Growth & Insights
Headcount

6 month growth

10%

1 year growth

51%

2 year growth

84%
Locations
Raleigh, NC, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
HTML/CSS
CategoriesNew
Sales & Account Management
Requirements
  • Bachelor’s Degree in Business or a related field is preferred
  • 3+ years experience in a Customer Success Manager role and/or Account Management in a B2B/B2C environment
  • 1+ years experience in a people leadership role
Responsibilities
  • Empower the team to proactively support their portfolio of customers and expand their product usages. Support the team in ongoing product training, customer education, and overall system and process knowledge
  • Act as a point of contact for team on any platform related questions/concerns, bubbling up any widespread issues, or improvements that could be made to improve customer or team experience
  • Proactively identify, create, and improve processes and supporting documentation, inclusive but not limited to new hire onboarding, ongoing product updates, SMB customer journey and overall resource building for the team’s ongoing development
  • Stay close to customers within the CSS/SMB team portfolios to develop an understanding of their needs, use cases, and pain points. Effectively communicate trends in customer needs to company leadership
  • Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash (dashboard), and service/connectivity options
  • Help team identify and communicate opportunities for upsell of additional Relay products
  • Work cross-functionally to triage and serve as the voice of the customer and the CSS team to ensure that the wide variety of needs are being met
  • Monitor analytics and reporting for your team’s portfolio and help team escalate plans with customers whose performance or engagement falls below target metrics and help ensure proper traction and adoption to process
  • Serve as an escalation contact for issue resolution, support, and training with Customer Success Specialist team members and new hires
  • Iterate on key learnings and playbooks within the Customer Success Specialist portfolio and provide feedback and key updates to the Director of Customer Success
  • Responsible for managing and guiding the Customer Success Specialists including setting team objectives/goals, providing coaching and mentoring, conducting performance evaluations, and fostering a positive and productive team culture
Desired Qualifications
  • Knowledge and experience using and supporting enterprise software
  • Experience with CRM and customer success platforms (bonus points for experience with Zoho and Totango)
  • Experience working at a series-a or earlier stage startup