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Customer Success Manager

Remote, full-time or part-time, flexible hours

Type: Remote, full-time or part-time, flexible hours (min 4 hours per day Monday to Friday)

Reporting to: Head of Operations

Click here to apply >>

Opportunity

We have an opportunity for a Customer Success Manager to join our team. 

The right candidate will become the main point of contact for a selection of clients. They will help clients to navigate our onboarding process and liaise with our content team to ensure we consistently publish high quality, relevant social media content for the client’s business.

This is an excellent opportunity for someone with a background in any of these areas:

  • Admin
  • Social media / marketing
  • Content writing/editing

 

Flexible work-from-home

This is a flexible work-from-home role that can fit around other work or family commitments.

We are looking for candidates interested in working part-time (minimum 20 hours per week) or full-time (preferred). Since this is a customer facing role, you must work a minimum of 4 hours per day Monday to Friday. 

You’ll be joining a supportive team who also work flexibly.

The ideal candidate will be:

  • A stickler for spelling and grammar with an eye for excellent content
  • Tech savvy and comfortable using new systems
  • Detail oriented with the ability to prioritise and multitask
  • Able to make quick decisions in a fast-paced environment
  • Self-motivated and able to work independently from a home office
  • In possession of excellent written, verbal and interpersonal skills
  • Confident communicating with customers via phone and email and providing advice and guidance
  • Open to take on new tasks and learn as the role expands

 

The role: Customer Success Manager 

Main Duties and Responsibilities:

  • Guide new customers through the onboarding process
  • Ensure new customers submit their Onboarding Forms in a timely manner
  • Read through the Forms and contact the customer if any information is missing or unclear
  • Once all information has been recruited from the customer:
    • Follow Onboarding Processes 
    • Connect the client’s social media pages to our scheduling platform 
    • Allocate a Content Creator to the account
    • Allocate an Editor to the account
  • Work with the customer via email and phone (if requested)

Content Creator, Editor, and customer management

  • Monitor comments from Content Creators and Editors via our social media scheduling platform
  • Ensure the Content Creator and Editor have created and edited your client’s posts on time every month
  • Respond to queries and issues from Content Creators and Editors (such as quality clarification)
  • Review comments the customer leaves on their drafted social media posts and pass on revision instructions to the CC and Editor
  • Assign the Content Creators and Editors additional time as required
  • Carefully record extra time allocated to the Content Creator and Editor on dedicated spreadsheet for invoicing purposes

Content Creators and Editors Management

Manage CC/Eds assigned to your clients:

  • Reassign your clients to a new Content Creators and Editors when existing team members leave or take holiday
  • Liaise with Content Creators and Editors to ensure they complete work early or late when they take holidays, or arrange to reassign the client if necessary
  • Closely review and monitor work assigned to new Content Creators and Editors 
    • Raise any issues to your line manager so appropriate feedback can be provided to the new team member
    • Raise concerns about CC/Ed performance or low work standards with your line manager

 

Customer Management

  • Long-term management of customers assigned to you
  • Respond to questions within their order and tickets 
  • Provide creative solutions to customer issues and pass appropriate feedback onto their Content Creators and Editors 
  • Talk to customers about upgrading their plan or about our white labelling service as required
  • Action blog article request forms
  • Action Customer Review Forms

Failed payments

  • Follow the relevant processes if a client’s subscription payment fails
  • Keep your line manager informed

Subscriptions

  • Respond to customer questions regarding payment subscriptions
  • Follow processes to action upgrades, downgrades, and cancellations
    • Keep records up-to-date in SPP
    • Update relevant spreadsheets
    • Update payment subscriptions in Stripe
  • Follow the relevant processes to offboard customers who cancel

 

Team meetings

  • Take part in weekly video meetings with the Customer Success Team
  • Join monthly company meetings with the full team

 

To apply:

Complete this applications form to apply >>

If you have questions about the role, please contact hello@100poundsocial.com

 

 

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