Job Description

**About We Are Working**

We Are Working (WAW) is a full-service staffing company specializing in helping small to midsize businesses hire offshore talent, also known as virtual assistants (VA). Much of our competition is foreign-based companies that do little more than offer a very low hourly rate and connect a company with a VA and leave much of the ‘figuring it out’ up to the client. We Are Working is different in that we are more full service and we layer into the equation rock solid workflow and strong supervision of the VA. We are workflow experts and once we take over a task, all of the operational headaches associated with that task are handled by WAW from that point forward.

**NOTICE**: It is essential to attempt the pre-screeners provided during the application process. Applications lacking completed pre-screeners will not be taken into consideration for this position.

**About the role**

We are seeking a dynamic and results-driven Customer Success Manager who will be the voice of the customer within our organization. In this critical role, you will focus on driving customer satisfaction, building strong relationships, and ensuring customer retention and growth. You'll act as a trusted advisor, guiding customers toward success while collaborating closely with internal teams to continually enhance the overall customer experience.

**Roles and Responsibilities**

* Build and maintain strong, long-term relationships with customers, ensuring their ongoing success and satisfaction.
* Proactively identify and evaluate customer needs, providing tailored solutions and guidance.
* Enhance customer training programs to ensure customers are fully leveraging our services.
* Serve as a customer advocate within the company, ensuring their feedback informs process improvements.
* Drive customer engagement and encourage upgrades where relevant, contributing to both customer success and business growth.
* Promote customer loyalty and build trust and transparency in all interactions.
* Collaborate with cross-functional teams to resolve issues and create a seamless customer experience.
* Track, measure, and report on key metrics such as customer satisfaction, retention, and revenue growth to ensure success goals are consistently met.

**Desired Skills & Experience**

* 3+ years of relevant experience in customer success, account management, or related roles. Manager experience is a plus.
* Exceptional verbal and written communication skills.
* Strong interpersonal and customer service skills with a passion for helping others.
* Bachelor's degree in Business, Marketing, or a related is a plus
* Excellent organizational skills and a keen attention to detail.
* Proven time management abilities, with the capability to meet deadlines and prioritize effectively.
* Analytical mindset with problem-solving capabilities and a proactive approach.
* Demonstrated leadership and supervisory skills.
* Proficiency in Microsoft Office Suite or similar tools; familiarity with CRM systems is a plus.

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