Enterprise Customer Success Manager jobs in New Hampshire

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning around-the-clock US-based support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast, and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

As a member of the Customer Success Team, you will be focused on improving our customers’ experience and success using our products. Reporting to the Customer Servicer Director, you will own, manage, and deliver customer success through many actions, including but not limited to any of the following tasks and objectives.

This is a remote work position.

Responsibilities

• Monitor and accept member support requests through our contact channels and respond to and complete member support requests in a timely manner.
• Perform traditional account management duties with assigned members.
  • Ensure new members get onboarded efficiently by following a prescribed onboarding activities list.
  • Work with the education and web teams to ensure assigned members stay engaged in their projects with those team.
  • Regular check-ins with assigned members via email and phone.
  • Monitoring member accounts to ensure engagement.
• Assist in customer nurturing.
  • Help create and maintain customer engagement, conversion, and nurturing campaigns within Pardot or similar automation tools.
  • Develop and update customer profiles within Salesforce or other similar CRM tools.
  • Reach out to customers proactively to help understand workflows and pain points to better support products.
• Interact and coordinate with multiple departments to ensure customer satisfaction with our products, including but not limited to:
  • Technical Support teams to acquire and provide customer feedback on support levels and product satisfaction.
  • Product teams to facilitate engagement and conversions.
  • Product Marketing teams to help facilitate adoption.
  • Education teams to facilitate engagement and alignment.

Requirements

• Positive and cooperative attitude.
• 1-2 years experience in customer service, preferably supporting a peer community, online platform or SaaS application.
• Strong verbal and written communication skills.
• Ability to interact with customers through phone, video and email.
• Ability to work independently to find solutions and meet expectations and deadlines.
• Experience with CRM Systems (Connectwise, Salesforce, etc.) and Microsoft products.
• Experience in writing and developing email campaigns.
• An understanding of the “customer journey,” including adoption, engagement, and conversion.
• An understanding of CSAT, NPS, and other engagement or sentiment metrics.
• Special consideration will be given to Pendo and Pardot product knowledge.
• Special consideration will be given to experience in the accounting, bookkeeping, or tax professions.

Benefits

To provide best-in-class technology solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental and vision coverage, and many other valuable benefits. Right Networks offers generous PTO, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off.

Rightworks is proud to be an Equal Opportunity Employer!