User Relationships Manager

You care deeply for people and empathize with them. You anticipate how customers think and behave. You thrive in getting people to love using our service while providing feedback to the team and finding key aspects in the user experience that need to be improved. You believe that true customer success is when they no longer require assistance and they're able to succeed independently.ResponsibilitiesWork closely with customers to learn roadblocks in their journey and provide assistance to remove them and ensure those are permanently resolved from within the product experience.Gather feedback from customers, study other customer success programs, and analyze customer data to identify the best practices.Ensure that users are satisfied with the services they receive and improve upon areas of dissatisfaction.Create policies and procedures that optimize the customer experience.Know the company's products inside and out.Help customers understand the best ways to utilize our products based on the customer's needs.Generate reports for the rest of the team to learn about customer issues and possible solutions.RequirementsAbility to work under pressure.Self-learner with an ability to fly solo or within a remote team.Customer-centric approach.Knowledge of customer service practices.Proven experience working with product and software teams.Bachelor's degree in computer science or a related field.Experience with Customer Relationship Management (CRM) software such as Salesforce, Intercom, or customer.Io.#J-18808-Ljbffr