Customer Success Manager - Ann Arbor, United States - DocNetwork

Description

Title:
Client Success Manager


Team:
Client Success, Accounts


Type:
Regular


Status :
Full-Time


Location:
Ann Arbor, Michigan

Starting Pay Rate:
$50,000 - $55,000 plus bonus potential

We are looking for a strategic, results-driven Client Success Manager to ensure a cohesive and excellent experience for the customers we serve.

Working within a pod alongside an Implementation Specialist and reporting to a Client Success Lead, in this role you will be the face of DocNetwork and a primary point of contact for our customers.

You will need to understand the business objectives and pain points for our camps and schools, acting as their trusted advisor and a key partner to help them ensure the health and safety of their participants.

You will align their needs with our products, identifying where they can solve their problems through better use of our core products or additional, auxiliary products.

About Us

DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools.

Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve.

Our team, headquartered in Ann Arbor, MI, is dedicated to our core value of "honest work" where our customers, our company, and our community win together.

Delivering beyond expectations and an open posture toward growth enables our company and team to excel, while our social outings, team lunches, and a culture of fun and collaboration help us to bring our best selves to the challenges ahead.

With a full range of benefits ( Medical, Dental, Vision, Life, Pet ) plus additional perks to boot (401k with company match, hybrid work schedules, a Professional Development Budget, Volunteer Time Off, and much more ) we think you'll love being a part of our team.

You may be a good fit for this role if:
You're unable to spell TEAM without 'ME'Teamwork excites and invigorates you to perform your best work.( You also can't spell TEAM without 'MEAT' but all dietary expressions are welcome at DocNetwork )
You recognize the value of quality customer service and anticipate opportunities to make a positive impact on another person's experience by levering technical solutions
You have an innate understanding of the joys and the pain points of leadership in school or youth-oriented environments
You believe mistakes are learning opportunities - you prefer trying and failing to getting it perfect the first time
The rapid and unpredictable nature of a fast-growing tech company excites you
Responsibilities
Act as the primary point of contact and own the customer relationship after transitioning the customer from the sales team
Be accountable for client retention and annual renewal
Manage all inbound customer communication
Compile, verify, and review data to provide a custom experience for each organization
Identify customer needs and collaborate within your pod and internal teams to find opportunities for proactive interventions and ensure customer success
Prepare and educate customers on new features and releases
Provide recommendations based on customer business needs and usage patterns
Serve as the voice of the customer and collect feedback to drive continuous improvement to our products
Occasionally travel and attend sales events or exhibits
Required Skills and Experience
Strong track record of identifying customer needs and successfully implementing solutions
Strong track record of customer satisfaction and deepened customer relationships
Tech-savvy with the appetite and aptitude to become an expert in our platform
Ability to triage customer issues and coordinate with other departments toward resolution
Excellent verbal and written communication skills
A keen eye for developing new (and improving existing) workflows and processes
Excited? We can't wait to hear from you
If you like what you've seen so far, we feel compelled to boast that:
We're x recipients of SPARK's FastTrack Award
We have an office dog named Munki.
He is soft and little.
Our office pantry is stocked with delicious snacks.

We made our Director a Paper Plate Award that says "You're pretty cool" and it has frog stickers on it.

Sorry, there's not a picture.
So throw your hat in the ring - we'd love to meet you
Originals Wanted

DocNetwork is invested in creating an open environment of mindfulness, originality, and collaboration where team members can bring their whole selves to work.

We are proud to partner with our diverse client base, supporting each organization, and the individuals who make up their communities.

We believe that our success depends on our commitment to these values.

DocNetwork has adopted inclusive hiring practices including standardized interview questions, bias-recognition training, and casting wider recruitment nets to ensure that all have a place in our mission.

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