[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. TrueRoll is a company focused on customer success, and they are seeking a Customer Success Manager to drive customer adoption and engagement. The role involves collaborating with teams to enhance customer satisfaction and retention while identifying growth opportunities.ResponsibilitiesStrive to increase revenue through upselling services by 10 percent year over year by:Understanding the customer's needs and processes in their respective officesEducating the customer about other services offered by TrueRollCompleting the upsell processDrive customer loyalty with the goal of more than 95 percent retention year over year by:Proactively communicating and championing customer needsIncreasing customer dependency on the application by increasing understanding of features and capabilities, through conducting training, sharing TrueRoll’s educational resources, and tailoring communications of product updatesDrive customer realization of time to the first value in eight weeks or fewer by:Coordinating with the onboarding and sales teams to understand the customer's workflow and key informationDeveloping a success plan with the customer to educate staff on how to use the TrueRoll suite and guide users with TrueRoll's best practicesRegularly checking in in meaningful ways to see their progress and immediately address any concerns or unclear parts of the applicationStrive to earn high average customer satisfaction (8.5+) and net promoter scores (9+) by:Monitoring customer usage patterns, identifying potential roadblocks, and providing tailored recommendations to optimize their TrueRoll experienceRoutinely conducting cadence calls, success plan updates, and health assessmentsTraining and tuning customers on every new feature and major release updateMaintaining a minimum 24-hour response time for assigned accountsAchieve a rating of better than 90% of first contact resolution on assigned help tickets by:Ensuring a customer feels welcomed, understood, and helped during every interactionRegularly updating a customer with the progress of their help ticketDemonstrate an ongoing commitment to enhancing customer learning materials opportunities throughout the year by:Improving and/or updating at least 10 articles/FAQs to the knowledge base or customer success team searchable FAQsContributing one article every quarter for the Homestead HeraldParticipating in virtual customer learning sessions, including TrueRoll TuesdaysSkillsMotivation to work effectively independently while also embracing virtual teamworkStrong and effective communicatorAbility to work remotely as part of an asynchronous teamAbility to learn and understand the TrueRoll product suite as well as the subtleties of exemption qualifications and property taxesEmbrace TrueRoll's core valuesAbide by TrueRoll's code of conductBachelor's degree in communication, education, public relations, or a related fieldProject management, video production, and distance learning skillsStrong written and oral communication skillsPrevious customer relations experienceExperience in government, particularly an assessor's officeCompany OverviewMaintaining government property tax rolls by identifying both unqualified and unclaimed homestead exemptions It was founded in 2018, and is headquartered in Chicago, Illinois, USA, with a workforce of 11-50 employees. Its website is https://www.trueroll.io.