Customer Success Manager

Work Location: Alpharetta, GA

Description

ContactAtOnce! is currently seeking a Customer Success Manager to join our team based out of our Alpharetta office.

ContactAtOnce! (CAO!), a LivePerson company, humanizes OEM, directory, auto dealership sites and classified providers by allowing online and mobile shoppers to directly connect with customer care professionals… and turning site and mobile visitors into leads for advertisers. The CAO! service is the go-to chat provider in the Automotive network, with customers including Autotrader, Motors.co.uk, Volvo UK and Arnold Clark Group. We are part of a global, innovative tech company, with more than 1,000 employees and 12 offices worldwide. Our values of “Be an Owner” and “Help Others” drive our company culture and connect our global network of employees and customers.  (NASDAQ: LPSN)

What You Will Own?

  • Responsible for relationships building between customer and Contact at Once(CAO).

  • Single point of contact for customer relationship.

  • Expert product knowledge on the CAO messaging platform.

  • Responsible for updating and informing customers of new and available product features.

  • Consistent check‑ins with the customer to review account in depth using data tools from company based products Create and maintain Customer Value Proposition e for both customer and CAO by providing consistent data from their account and suggest changes as needed.

    • Consult on Best Practices

    • Suggest upgrades when applicable

    • Share predefined value points

  • Single point of contact for new accounts, inclusive of onboarding limited to training, data entry, customized settings and scheduling reports.

  • Proactive and reactive troubleshooting on accounts to include code.

  • Must conduct business in a detail, organized, and thorough manner.

  • Conduct all business in a manner which promotes our core values.

  • Create and maintain merchant groups standards documentation which will include, but not be limited to, Dropins, Settings, Packages, POC, Members (MID) of the group, UI Standards, etc.

What You Need for Success?

  • Microsoft Ofice: Including Excel, PowerPoint, Gmail and Calendar

  • Internal Portal and Zoho‑Current CRM system

  • Ad Hoc Reports

  • How to read a potential/statement of work

  • How to complete an account review

  • Create and maintain spreadsheets with various data

  • How to read, implement and update code tag speciic to Live Person

  • Ability to provide training to admins and agents as needed

  • Knowledge of Freshdesk and Jira and how to fill out a formstack

  • Excellent written and verbal communication skills

  • BA/BS equivalent experience

  • Worked in a Sales Support, Account Management or Inside Sales role and excellent written and verbal communication skills

  • Outstanding interpersonal, relationship building skills conducive to team collaboration

  • Highly organized and attentive to detail and ability to self‑manage, and quickly learn new functionality as necessary

  • Strong ability to multi‑task and continually prioritize changing tasks





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