Remote Customer Success Manager

Join a small, well-funded, high-potential tech company that offers great pay, unparalleled flexibility and the opportunity to have a huge impact on the future of a fast-growing company!

About Us

AddEvent is an early-stage technology company with a globally distributed team - we currently have members located in the United States, Ireland, and Denmark. We create powerful calendar, event management, and appointment scheduling solutions that are used by some of the largest companies in the world, such as IBM, Oracle, Microsoft, and Amazon. AddEvent is known for both its high-quality tools and excellent customer service. Our small team believes in our company’s vision, and we value integrity, creativity, honesty, hard work, and having fun. At AddEvent, there is incredible growth and limitless potential ahead. Join our early-stage team to build a future with us.

About the Role

You are a customer-centric, energetic, and highly-motivated individual who is passionate about creating winning experiences for our customers. You communicate clearly, have a knack for working collaboratively with a remote startup team, and work to ensure that our customers get the support that they need to have an incredible software experience.

As a Customer Success Manager, you will be responsible for cultivating and maintaining strong relationships with our customer base, ensuring high levels of customer support and satisfaction at every step of the way as they transition from sales prospects to active users of our products. Making sure our customers succeed is a team effort, and you’ll work closely with the team to ensure our services are delivered successfully.

This position is offered on a 40 hour-per-week contract basis. Please note that we are hiring this role as a full team member, and while it is offered on a contract-basis, we are looking for someone who will be an integral part of our team, work closely with us five days a week, and be with us for the long haul. Since we have a distributed team, this position is offered remotely. This allows you incredible flexibility to live and work wherever you desire, while still being a core team member of a fast-growing technology startup.

Responsibilities

• Handle all of our support channels - you will be the first line of support for our users and will need to respond to them or delegate their requests as appropriate
• Create how-to videos and other support materials on an ongoing basis for daily use
• Become an expert in the use and benefits of our products, then work with customers to ensure they are fully leveraging our software and finding value in our services
• Systematically collect and analyze customer feedback, then report key findings to the team
• Maintain and expand our existing knowledge base of tutorials, how-to videos and documentation for re-use and publication on our website and other platforms
• Develop content for SEO purposes such as blog posts and white papers
• Manage and grow AddEvent’s presence on customer-facing platforms including social media, blogs, software directories and YouTube
• Help write clean, easy-to-understand documentation for our new website
• Aim to drive revenue growth through increased customer product adoption and usage

Requirements:

• Excellent written and verbal communication skills
• Good technical knowledge - you don’t need to be able to code, but being able to understand how our software works in order to support our users is essential
• Able to communicate and empathize with customers and work with them to troubleshoot and resolve both technical and account related issues
• Able to delegate and prioritise support, account issues, plan upgrades and feature requests
• Exceptional time management and organizational skills - you’re able to consistently meet deadlines and handle multiple projects at once

About You:

Meeting the requirements above is imperative, but you will set yourself apart by going above and beyond in the following areas.

• You possess and demonstrate integrity. You are honest, direct, and respectful
• You embrace, respect, and learn from others’ differences
• You strive for excellence. Quality and excellence count in everything we do, and it shows
• You are passionate about creating incredible customer experiences
• You put customers first and recognize that we only succeed when they succeed
• You are self-motivated, proactive and positive, with a dedicated work ethic

Why Should You Apply?

• Competitive pay and unbeatable remote flexibility to live and work where you want
• Opportunity for true ownership over your work, with the chance to directly impact the future of a young company
• Lean and tight-knit team dedicated to quality and execution, without unnecessary bureaucracy
• Fun and growth-oriented work environment