Customer Success/Community Manager

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Please ensure that you thoroughly review the job description to understand the responsibilities and qualifications required for this role before applying.

Employment Type: Full-Time, Monday to Friday, 9:00 AM to 5:00 PM PST

Position Overview:
As a Customer Success/Community Manager, you will be a key player in fostering strong customer relationships and vibrant online communities. You will ensure customer satisfaction and engagement by addressing their needs and feedback, driving product adoption, and enhancing brand loyalty through proactive community management. This dual role is critical in promoting retention, loyalty, and overall customer success.

Key Responsibilities:
Customer Success:
– Relationship Management: Build and maintain strong, long-lasting relationships with clients, ensuring their ongoing satisfaction and engagement with our products and services.
– Customer Advocacy: Serve as the voice of the customer within the company, relaying valuable feedback to the product and development teams to enhance the customer experience.
– Issue Resolution: Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution. Coordinate with technical support teams to resolve complex issues.
– Renewals and Upselling: Work with customers to ensure renewal of contracts and identify upselling opportunities. Develop strategies to increase the customer’s investment in the company’s products or services.
– Customer Feedback and Reporting: Collect and analyze customer feedback to improve services. Create and present regular reports on customer health and progress to senior management.
– Collaboration and Communication: Collaborate closely with sales, marketing, product, and support teams to ensure a seamless customer experience. Maintain detailed records of customer interactions and progress.

Community Management:
– Community Engagement: Actively engage with community members across various platforms (e.g., Slack) by responding to comments, questions, and feedback in a timely and professional manner.
– Monitoring and Moderation: Monitor community interactions to ensure compliance with community guidelines. Moderate discussions to prevent and address conflicts or issues that arise.
– Feedback Collection: Gather feedback from the community regarding the company’s products, services, and overall experience. Report insights to relevant departments to inform product development and customer service improvements.
– Relationship Building: Build and maintain relationships with key community influencers, advocates, and brand ambassadors to amplify the brand’s reach and impact.
– Crisis Management: Address and resolve any crises or issues within the community promptly and effectively, working with internal teams to mitigate any negative impact.

Required Skills and Qualifications:
– Communication: Excellent written and verbal communication skills. Ability to communicate effectively with diverse audiences and maintain a consistent brand voice.
– Experience: Previous experience in a similar role with a strong emphasis on customer success and community management. Required experience with GoHighLevel.
– Problem-Solving: Strong problem-solving skills and the ability to think critically and strategically.
– Collaboration: Proven ability to work collaboratively with cross-functional teams.
– Customer Focus: Deep understanding of customer needs and a passion for ensuring customer satisfaction.
– Tech Savvy: Proficiency with CRM software, community management platforms, and other relevant tools.

Preferred Qualifications:
– Experience in a SaaS environment. Required experience with GoHighLevel
– Proven track record of driving product adoption and customer retention.
– Familiarity with online community management best practices.
– Ability to analyze data and generate actionable insights.

How to Apply:
To apply, please submit your resume and a cover letter highlighting your relevant experience and qualifications.

READ THE JOB DESCRIPTION CAREFULLY:
Please ensure that you thoroughly review the job description to understand the responsibilities and qualifications required for this role before applying.