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Customer Success Manager

Job Description

Posted 8 months ago

Sonar is building the future of how businesses communicate with consumers. Customer Success roles at Sonar are critical because we treat our customers as partners and think of ourselves as an extension of their team. Our Success team is in need of a Customer Success Manager who will make it their mission to ensure our partners’ happiness. If you're looking to apply your skills in a fast-paced, exciting environment, this is the place for you. This is a fully remote position.

Responsibilities:

  • Support our enterprise partners in achieving success

  • Solve technical partner inquiries via messaging, email, and phone calls

  • Run SQL queries while researching partner data

  • Implement programmatic changes to resolve bugs and product shortfalls

  • Keep the Sonar team apprised of feature requests and bugs

  • Help write relevant partner-friendly content (FAQs, Tooltips, Blog Posts, Case Studies)

  • Drive conversion from our trials to paid accounts, and paid accounts to enterprise accounts.

  • Competencies:

    • You are humble and love helping others through acts of empathy and compassion.

    • You're curious, love solving complex problems, and aren’t afraid of the unknown. You love to research and problem solve, and are happy learning from engineers on the occasions you need to loop them in for an assist.

    • You love learning about new tech or product features and teaching others how to use it best.

    • You are metrics-driven and detail-oriented, taking pride in ownership to achieve results.

    • You consider every partner issue as an opportunity to build our community and improve our product.

    • You have great communication skills– you're good at explaining complex things in simple terms, and your writing is phenomenal (most communication at Sonar is in written form).

    • Requirements:

      • 4+ years of experience in a customer-facing role

      • 1-2 years of experience in a technical support role

      • Proficiency with databases, particularly SQL

      • Experience with CRMs such as Salesforce or Zendesk

      • Nice to Have:

        • Software as a Service (SAAS) start-up experience

        • Experience with Ruby

        • Degree in a STEM field of study

        • Remote working experience

        • Our Core Values:

          • Empathy for Our Partners: We refer to our users as partners because we consider ourselves an extension of their team. We strongly believe that to be successful together, we should work closely with our partners, building trust through acts of honesty, integrity, and compassion.

          • Continue to Grow: At Sonar, we strive to always be learning, not only to better our company, but also ourselves. Push yourself in ways that might make you uncomfortable. We love to encourage each other in pursuing our own passions and pursuits.

          • Foster a Culture of Positivity: We not only work together, we also care for each other. Finding joy in working with other team members has been a huge reason for Sonar’s success. Celebrate in each other’s wins and feel gratitude during collaborative projects.

          • Diversity of Ideas: It takes a team effort to be the best business-text platform. That’s why we stress the importance of psychological safety. We have an open environment where everyone is welcome and has space for their voices and opinions to be heard and respected.

          • Ownership Mentality: Having an internationally distributed team and remote operations, personal accountability is huge for us. Seek out opportunities to contribute regularly. Feel empowered to innovate and explore new ideas. That’s how Sonar came to be!

          • Balance: Work-life balance is highly regarded at Sonar. Your health comes before work. Spend ample time with family and for reflection, so you can have presence of mind and the most passion for work when the time comes. Enjoy what you do and have fun!

          • Benefits:

            • Fully paid health/dental/vision insurance

            • 401k with matching

            • Fully remote work

            • Flexible work schedule

            • Work/life balance

            • Team trips

Job Summary

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