As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews.
Learn and establish a solid understanding of the ALIS software. Consult with clients to transform their paper process to electronic; create and document new processes and train staff both digitally and in-person. Create customized project plans to help guide both internal and external operations to get ALIS operating smoothly for the clients. Liaise between departments on clients’ needs, onboarding department needs, product feedback, and bugs reporting.
Facilitate deliveries from booking to successful drop-off. Provide best-in-class support for our customers and drivers via chat and phone. Communicate with pickup and drop-off contacts to ensure deliveries are completed successfully and smoothly. Provide operational feedback and identify pain points for the team to optimize logistics.
As a Product Support Agent, you will field and resolve inquiries from our customers through phone, chat, email, and screen-sharing solutions to make safe cannabis products accessible to every adult. The Cannabis Industry is continuing to grow, bringing in the best talent. Multitasking is the norm.
Support the Customer Success International Team by focusing on systems and administrative tasks. You will be responsible for efficiency, data, systems, and digital platforms. This role supports the department in ensuring the successful launch and maintenance of customers' wellbeing benefits.