Junior Customer Success Manager

Cloud Campaign is hiring a Junior Customer Success Manager to support customers through chat, email, and calls, and help them get the most value from its social media marketing platform. The role also manages customer-facing documentation, bug-request updates, and white-labeling processes in collaboration with senior customer success managers and other teams.

Responsibilities:

• Provide a world class customer experience
• Ownership of answering customer questions through in-product chat and email
• Become a Cloud Campaign product expert and educate users on how to best use Cloud Campaign
• Provide timely and accurate responses to customer questions, troubleshooting technical issues and guiding users on how to maximize the value of our software
• Create and maintain comprehensive documentation, including user guides, FAQs and troubleshooting articles, to assist customers in using our software effectively
• Regularly update documentation based on customer feedback, product updates, and new feature releases
• Create and update tickets for bug requests, making sure you share updates with the client and during our weekly interdepartmental support meetings
• Manage white-labeling processes for customers who wish to customize our software with their branding
• Take calls from customers who need additional assistance
• Make sure that the CSM of an account is aware of any meaningful client interactions

Requirements:

• Bachelor's Degree:
• Ability to work 7:00am-3:00pm PT
• Familiarity with chat and email support tools
• Strong written and verbal communication skills
• Ability to troubleshoot technical issues and provide effective solutions
• Experience in creating and maintaining user documentation
• Passionate about delivering exceptional customer experiences and support
• Ability to work effectively with team members and other departments
• Ability to handle multiple tasks and prioritize effectively
• Preferred in Business Administration, Marketing, Communications, or a related field
• experience with Zendesk is a plus
• 1-2 years of customer support or related experience, ideally in a SaaS environment
• Understanding of social media marketing platforms
• Experience with HubSpot or similar CRM platforms
• Documented success in improving customer satisfaction, increasing adoption rates, and reducing churn
• Familiarity with social media marketing platforms and SaaS business models is a plus