Customer Success Manager at MaestroQA

| Greater NYC Area
!Sorry, this job was removed at 12:47 p.m. (EST) on Tuesday, January 21, 2020

We are looking for a Customer Success Manager to help support our Mid-market and SMB customers. As our 5th Customer Success hire, you will be instrumental in helping to build out the CS function at MaestroQA. With a fast growing customer base, this is a great opportunity to get in on the ground floor and help drive success at a customer focused company.

The Company:

MaestroQA is changing how brands think about Customer Service. As we move into a world where customers have more options and a larger voice than ever, amazing Customer Service has become a differentiating factor - moving Customer Service from a cost center to a value driver.

At MaestroQA, we are building the technology to execute on this market change and help these brands provide the highest quality support.

The Role :

As a CSM, you’ll be working with Support leaders at our customers to build Quality Assurance programs that formalize the coaching and development process for their team.

Successful candidates will be scrappy and self-driven, excited to join a small company and have a big impact.

Day-to-Day is highly cross functional, interacting with:

  1. Product team to help design a product that provides the most value to customers
  2. Sales team to solution use cases
  3. Marketing to develop amazing customers stories

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We have three core values:

  • Nurture and operate with a positive, glass half-full mindset (gritty!)
  • Invest in relationships with each other (talk about more than work!)
  • Live and work in service of others (team-oriented!)

We are based in NYC, love to work in the office together, and offer competitive pay and benefits including health insurance and 401k.

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Responsibilities:

  • Lead the Onboarding process of new Mid-Market and SMB customers
  • Understanding customers’ goals and help them use our product/service to achieve those goals
  • Become a product expert and help solution both standard and idiosyncratic workflows
  • Facilitate customer feedback to the product team
  • Drive Upsells and Renewals
  • Analyze customer data to enhance the customer experience
  • Design best practices and help scale the CS function

Requirements:

  • 1+ years in a customer facing role servicing technology, preferably SaaS
  • Highly organized and excellent multi-tasker
  • Excited by a high growth and fast paced environment
  • Experience working with a Development/Product team preferred
  • Passionate about helping people
  • Active listener, self driven, and social
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • AmplitudeAnalytics
    • ClubhouseManagement
    • WebflowCMS
    • CopperCRM
    • IntercomEmail
    • SendGridEmail
    • AutopilotEmail
    • OutReachEmail

Location

We're located right in between Union Square and Washington Square - easily accessible from any part of the city with plenty of lunch options!

What are MaestroQA Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Online course subscriptions available

Additional Perks + Benefits

In addition to all of the awesome perks described above, every employee receives $50 a month to go out to dinner with someone else on the team. MaestroQA is an incredibly close knit group of people that enjoys getting to know each other and spending time together!

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