Technical Customer Success Manager

At GoodUnited, we use conversational messaging technology and human insight to help nonprofits acquire and activate supporters, build meaningful relationships at scale, and grow revenue in social channels.

A Technical Customer Success Manager (TCSM) at GoodUnited plays a critical role in ensuring customer satisfaction via platform adoption, retention, and growth by providing technical support and guidance throughout the customer lifecycle. The key responsibilities include the following:

• Onboarding: Assist new customers in the onboarding process by providing technical guidance, understanding their requirements, and ensuring successful integration of the SaaS solution into their workflows.
• Adoption: Manage customers to utilize the platform functionality to the best of its potential. Acquiring subscribers, updating and designing engaging Messaging journeys and driving revenue through Grow campaigns.
• Customer Success: Understand your customer’s unique needs and requirements and ensure their success using the SaaS product.
• Training and Education: Develop and deliver training materials, webinars, and workshops to help customers effectively use the SaaS product and understand its features and capabilities.
• Product Feedback: Gather customer feedback, identify trends, and communicate product improvement suggestions to the product management and development teams to help enhance the product’s functionality and usability.
• Cross-functional Collaboration: Work closely with various internal teams, including Sales, Account Management, Professional Services, Support, Product, and Engineering, to ensure seamless customer experience and coordinated efforts to address customer needs.
• Monitoring and Reporting: Track customer usage, engagement, and satisfaction metrics, and provide periodic reports to management to aid in strategic decision-making.
• Escalation Management & Tech Support: Manage and resolve escalated customer issues, coordinating with internal Support team as needed, to ensure timely and satisfactory resolution, resulting in customer satisfaction.
• Industry Knowledge: Stay up-to-date with industry trends, best practices, and emerging technologies to better support customers and contribute to the company’s growth.
• Develop new journeys based on feedback from nonprofits and supporters
• Optimize existing journeys based on data, analysis and feedback from nonprofits and Subscribers

Overall, a Technical Customer Success Manager at GoodUnited is responsible for ensuring customers receive the highest level of technical support and service, ultimately helping them achieve their business goals using the GoodUnited messaging platform.

What will make you a great addition to our team?

• At least 4-6 years of customer facing technical experience – conversational marketing preferred, with a demonstrated record of successfully engaging with enterprise accounts.
• Execution and customer service oriented, able to effectively prioritize and complete customer deliverables on-time and drive outcomes.
• Conversational design experience – specifically within messaging apps like Messenger, WhatsApp, SMS, etc.
• Strong technical chops to be a power-user of our software
• Problem-solving mentality and positive attitude towards the change that comes with working at a rapidly growing company.
• Prior experience working with SaaS solutions in the following domains is preferred: product analytics, digital marketing, A/B testing, business intelligence and/or customer data platforms.
• Experience working with Facebook, Facebook ads manager, Messenger, chat marketing tools, and platforms
• Executive communication and presentation experience
• Ability to travel ~10% of the time

Benefits

• Competitive Medical, Dental, and Vision programs.
• 100% of the employee’s premiums are paid by GU, with nominal buy-ups for additional dependents.
• Unlimited (and mandatory) PTO. You have the flexibility to take whatever time you need for whatever reason.
• Birthday PTO. Your birthday is a day to celebrate YOU. GU employees have their birthdays as another PTO day to spend however they’d like.
• Parental Leave Program. We offer paid leave and other benefits to new parents so they can focus on what’s most important.

GoodUnited