Customer Success Manager

Job Description

Job DescriptionSalary: 50,000.00 - 60,000.00

KioSoft Technologies LLC (KioSoft) is a growing hardware/software company providing turnkey custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries. KioSoft has operations in the United States, Canada, China, Korea, and authorized dealers worldwide.

The company's strength lies in its ability to provide a comprehensive blend of superior technology and customized software solutions. These range from the most basic machine interfaces to custom applications to branding to complex networking solutions.

We are looking for a highly motivated, and trainable individual with drive and determination to help us provide high quality customer service to our client base. We strive to maintain a professional, yet relaxed working environment while providing room for growth.

Main Duties and Responsibilities

• Proactively engage clients to drive product adoption and optimal product experiences
• Develop & maintain relationships with key customer
• Manage client and project communications
• Be a leader driving the project plan and sharing best practices of how your customers can mobilize adoption of KioSoft products
• Track customer usage metrics and respond to any customer deployment or product issues
• Create and deliver Executive Business Reviews on a regular cadence
• Take ownership of customer questions, respond in a timely manner, and work with cross-functional teams to document problem resolution steps
• Manage escalations and expectations for both the client and internal personnel
• Take ownership of the entire onboarding process for each client
• Facilitate a smooth hand-over from sales to service
• Create and manage the scope and timeline of rollout, alongside customer expectations
• Coordinate with Training team to train customers staff and relevant partners on how to use KioSoft products
• Create and share materials to support internal and external marketing
• Advocate for the customer, champion their success, drive renewals and expansions
• Drive client and user adoption of product features to achieve the customers goals
• Collaborating with the Customer Success team to build a thriving department and foster the overall success of KioSoft and the associations we serve
• Advocating for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go

Qualifications

• A strong desire to use your job and mind to further lifelong learning
• Bachelor's degree or equivalent
• 3-5 years of experience in account management, customer success, and/or project management
• Experience with technology and able to learn new technologies quickly; ideally familiar with SaaS application support requirements
• Customer-focused, enthusiastic, positive and service-oriented
• Ability to prioritize, multi-task, and perform effectively under pressure
• Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite

Please Note:

We are an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.