Customer Success Manager at Electric

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Electric is a Series B startup backed by Bessemer Venture Partners, Bowery Capital, GGV Capital, Primary Venture Partners and led by a team of seasoned entrepreneurs, operators and technologists. With software forming the foundation of every office, Electric is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses.Through a chat interface, personalized service and flat-rate pricing we keep our client’s email, computers, Wi-Fi and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

Our company is a fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

The Role

As a Customer Success Manager at Electric, you’ll be in charge of establishing positive and productive rapport with our customers, working with our internal teams to develop repeatable processes, and own a book of business that will grow substantially over time. This is a phenomenal opportunity to take on business-critical responsibilities for a fast-growing NYC startup!

What You'll Do

  • Manage weekly, monthly and quarterly customer health metrics and devise action plans required to hit agreed-upon customer satisfaction goals
  • Proactively identify customer needs and develop / implement repeatable action plans that can be used across the entire customer-base
  • Work directly with customers to resolve service quality issues, and communicate suggestions and changes internally for implementation
  • Report back to company leadership on key KPIs and benchmarks. Aid in the ongoing development and management of new KPIs.
  • Interface with both product and operations teams to assist in the product development cycle.
  • Directly responsible for overall revenue, retention and NPS within your book of business
  • Strong phone presence/credibility
  • Strong ability to de-escalate a conversation (similar to above)
  • Strong problem solving
  • Strong task/time management
  • Strong ability to multi-task/prioritize and ability to organize those priorities 
  • Technically inclined and self-motivated
  • Previous technical knowledge preferred but not required

Who You Are

  • 2+ years of customer success/account management experience
  • Proven ability to multi-task and make clear, thoughtful decisions with many things going on at once
  • A motivated self-starter, with proven abilities to take ownership of difficult projects and see them through to successful completion
  • Great attitude with an emphasis on teamwork and problem-solving
  • Familiarity with B2B software, business operations, basic customer-facing rapport-building skills is a must
  • Outstanding written and verbal communication skills
  • Bachelor's degree from four-year university

We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ServerlessFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • PeriscopeAnalytics
    • FullstoryAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

408 Broadway, New York, NY 10013

What are Electric Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Open office floor plan
Diversity
Diversity Employee Resource Groups
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
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
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