Customer Success Manager

Reports to: Customer Success Team Lead

Onsite Requirements: Onsite

Office Location: Queens Gate area of Cincinnati, OH

Travel: Very minimal, but occasional travel required

Work Authorization: Must be authorized to work in the U.S.

**Sponsorship is not available at this time**

Exemption Status: Exempt

Job Description

This position will give you the opportunity to:

• Represent the company and the Waites brand in a professional manner
• Achieve the highest level of customer satisfaction and loyalty at all times
• Manage the onboarding process for new customers to ensure success with their investment
• Proactively engage customers in using our products and services through regular contact (including calls and emails), assist customers when needed, and address any unmet needs
• Engage with assigned customers’ main stakeholder(s) on a regular basis to ensure we always remain focused on maximizing success and customer happiness
• Keep up-to-date on the latest needs for your customers
• Marshal the necessary internal resources to ensure products and services meet client expectations
• Identify and gather feedback from clients to improve our products and services
• Perform basic and advanced trainings with new and current users that will further foster their use of and success from Waites platforms
• Build trusted, long-term relationships through honest and clear communication
• Document all customer-specific service activities and information in our CRM database
• Contribute to account growth by seeking out, identifying, and communicating new opportunities within existing customers
• Carry out additional responsibilities as needed to support business objectives

Qualifications & Requirements:

• BS/BA (4-year degree) business, information technology, related fields, or related experience.
• The desire to further develop customer relationship skills; prefer 2-3 years of past client service or sales experience
• Excellent computer skills and a fundamental understanding of how customers of varying skill levels use and understand software-based tools

Desired Skills

• Ability to easily connect with people and understand their point of view
• Openness to learn and develop new skills
• Clear and honest communication and interpersonal skills on all hierarchical levels
• Superior organization and time management skills
• Flexible and creative problem-solving skills
• Convincing and clear presentation style
• Ability to extract useful information through astute listening skills

Culture Fit Requirements:

• High intellect and strong analytical skills
• Innovative and driven to constantly improve
• Non-bureaucratic, flexible, and able to thrive in a fast-moving environment
• Positive energy and attitude towards people and problem-solving
• Demonstrates a balance of humility, strong work ethic, and interpersonal savvy ("Humble, Hungry, and Smart") in approach to teamwork and problem-solving.
• A genuine human.
• Demonstrates a “Can Do” mentality.

Why Waites?

At Waites, we offer an attractive base salary with a strong history of bonus potential. We are intensely customer-focused, with a culture that encourages hard work, fun, and mutual success. As we continue to grow, there will be many opportunities for professional advancement and development. If you are a talented customer success professional looking for an exciting new challenge, please apply!

Learn more about who we are and what we do by checking out our website at www.waites.net.

WST is an Equal Opportunity Employer.