Customer Success Manager - Remote id-16050

About We Are Working

We Are Working (WAW) is a full-service staffing company specializing in helping small to midsize businesses hire offshore talent, also known as virtual assistants (VA). Much of our competition is foreign-based companies that do little more than offer a very low hourly rate and connect a company with a VA and leave much of the 'figuring it out' up to the client. We Are Working is different in that we are more full service and we layer into the equation rock solid workflow and strong supervision of the VA. We are workflow experts and once we take over a task, all of the operational headaches associated with that task are handled by WAW from that point forward.

NOTICE: It is essential to attempt the pre-screeners provided during the application process. Applications lacking completed pre-screeners will not be taken into consideration for this position.

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About the role

We are seeking a dynamic and results-driven Customer Success Manager who will be the voice of the customer within our organization. In this critical role, you will focus on driving customer satisfaction, building strong relationships, and ensuring customer retention and growth. You'll act as a trusted advisor, guiding customers toward success while collaborating closely with internal teams to continually enhance the overall customer experience.

Roles and Responsibilities

  • Build and maintain strong, long-term relationships with customers, ensuring their ongoing success and satisfaction.
  • Proactively identify and evaluate customer needs, providing tailored solutions and guidance.
  • Enhance customer training programs to ensure customers are fully leveraging our services.
  • Serve as a customer advocate within the company, ensuring their feedback informs process improvements.
  • Drive customer engagement and encourage upgrades where relevant, contributing to both customer success and business growth.
  • Promote customer loyalty and build trust and transparency in all interactions.
  • Collaborate with cross-functional teams to resolve issues and create a seamless customer experience.
  • Track, measure, and report on key metrics such as customer satisfaction, retention, and revenue growth to ensure success goals are consistently met.



Desired Skills & Experience

  • 3+ years of relevant experience in customer success, account management, or related roles. Manager experience is a plus.
  • Exceptional verbal and written communication skills.
  • Strong interpersonal and customer service skills with a passion for helping others.
  • Bachelor's degree in Business, Marketing, or a related is a plus
  • Excellent organizational skills and a keen attention to detail.
  • Proven time management abilities, with the capability to meet deadlines and prioritize effectively.
  • Analytical mindset with problem-solving capabilities and a proactive approach.
  • Demonstrated leadership and supervisory skills.
  • Proficiency in Microsoft Office Suite or similar tools; familiarity with CRM systems is a plus.


Job Details

Type: Full time

Schedule: 9:00 AM - 5:00 PM EST

Remote: 100% Online

NOTICE: It is essential to attempt the pre-screeners provided during the application process. Applications lacking completed pre-screeners will not be taken into consideration for this position.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

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