Customer Success Manager

As we grow our network, we are looking for an amazing human being who prides themselves on providing the most memorable customer experience to join our Customer Success Team as a Customer Success Manager. Our Customer Care Associates are experienced customer service agents who proactively manage our current clients with onboarding, adoption, engagement and account health. Their ultimate goal is to strengthen relationships with every PatronScan customer they interact with and provide the best experience, every single time.

If you enjoy helping customers win at their goals, working with a team who empowers you to make business decisions, and being a part of a thriving culture that's more like a family, this could be the place you've always wanted to be!

Important Facts

• Role is located in Sanford, FL with a hybrid work environment.
• Expected Start Date: As soon as successful candidate is found.
• This is not a direct sales role. The main responsibility for this role is to manage our existing customers.
• You will not need to do the day to day customer or technical support, but support the team when needed and oversee individual account health and success.

Day to Day Responsibilities

• Maintain our customer satisfaction score of 97% or higher per quarter by delivering the best customer experience.
• Establish an trusting relationship with Patronscan customers by heavily investing in the building the best working relationship with them that best suits their needs.
• Regularly meet and go beyond expectations of our customers and coworkers by going one step beyond the immediate need.

• Utilize all resources to appropriately identify and escalate all urgent customer matters and work to provide solutions to resolve the problem as quick as possible.
• Assist in analyzing trends by correctly categorizing all inquiries as verified by audits.
• Advocate for our customers.
• Effectively communicate all current customer issues through the customer success escalation process.
• Report top 3 features requests customers are suggesting every month.
• Monitor all customer communication support channels to ensure customers get the help they need, when they need it in the easiest way possible.
• Continuously evolve the customer experience that helps sustain, build and improve current business processes. Themes might include training, team building, efficiencies, etc.
• Develop initial technical solution strategy based upon Launchcode's Platform services/capabilities.
• Other job duties as assigned.

Candidate Profile

• 2 year experience in managing client service relationships, preferably with product hardware.
• Good working knowledge of a CRM database.
• 1 years of experience promoting brand identity and services.
• 2 year experience in customer resolution and retention.
• Proactive approach in working with wide client base at multiple stages.
• 1 year experience in analyzing data, metric and trends would be an asset.
• Enjoys working in an intimate team setting and has a "all-for-one, one-for-all" mentality.
• Natural level of personal investment in the quality of work they do and works to match the work of the team.
• Bachelor's Degree preferred, with internship or work experience in an office setting being an asset.
• Immaculate attention to detail.
• Strong customer service mentality.
• Desire to learn new software quickly.
• Familiarity with G Suite of products.
• Focusing on personal development by determining goals that will best serve you, which in turn will translate into results for the business.

Company Overview

In 2005, Patronscan was created by two friends, who were both software developers looking to solve one problem. Wanting to create a safer environment for bar/nightclub owners while also ensuring the utmost privacy for all patrons, Patronscan is your front line in identifying individuals that may have criminal or malicious intent and reduce the risk of harmful behaviour, theft or other crimes before entering.

With our scanners now in over 200 cities all over the world and new partnerships being formed everyday in the property management, telecommunications, Liquor / Dispensary industries and more... we intend on continuing our goal to put the safety of every patron at the forefront on the world's largest ID scanning network.

Thank you so much and we can't wait to receive your application!

Patronscan is a proud and affirmative equal opportunity employer that is dedicated to diversity and inclusion in the workplace and does not discriminate based on race, color, religion, gender identity, age, martial status, disability or any other legally protected status. Launchcode makes hiring decisions based on solely on qualifications, merit and the current business needs. We encourage everyone to apply.

Job Type: Full-time

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Sanford, FL 32771: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• CRM database: 1 year (Preferred)
• promoting brand identity and services: 1 year (Preferred)
• Customer relationship management: 2 years (Preferred)

Work Location: One location