Customer Success Manager Position

Job Type: Full-time

Experience:

• Sales support: 2 years (Preferred)
• Sales: 2 years (Preferred)
• Application support: 3 years (Required)

Work Location: Hybrid remote in Winter Springs, FL 32708

Customer Success Manager – Job Description

Program Works is a small but quickly growing Central Florida SaaS-based company looking to expand our team with a motivated Customer Success Manager to support our customers with usage of our two applications and to help us drive sales and enthusiasm for the next generation of our SaaS. Our cloud-based employee scheduling and time tracking solution, WorkSchedule.Net, has been reinvented over the past few years. We are in the process of migrating customers to our modernized next-generation version. Program Works has been serving employers ranging from small mom-and-pops to large enterprises including several cable news networks for over 20 years.

Primary Duties and Responsibilities

• Tier 1 technical support for the applications via email, chat, phone, and web
• Customer service via email, chat, phone, and web
• Reach out to new free trial subscribers to offer demos / consultations.
• Perform live demonstrations of the application and prospect discovery
• Perform migration support for existing customers
• Training / onboarding customers
• Help and demo tutorial creation
• Sales proposal / contract and enhancement specification drafting
• General communication with customers, such as social media blogging
• Analyzing feedback from customers to suggest enhancements to the product team
• Application quality assurance

Requirements

• Bachelor’s Degree
• 3+ years software technical support experience
• 2+ years customer service experience
• Proficiency in Microsoft Word and Excel

Ideal Candidate Traits

• Solid understanding of software functionality from user’s perspective
• Excellent communicator
• Good organizational skills
• Problem solving skills
• Excellent written and verbal skills