Customer Success Manager / Operations Associate

Job Description: the Customer Success Manager role lies at the heart of Nicely Built. The CSM is oftentimes the first person prospective clients and partners speak with. This position is also responsible for several operations tasks essential to the day to day to operations of the business. The ideal candidate will have have excellent communication as well as computer skills and be able to prioritize their workflow according to the order of the responsibilities listed below. Maintaining a positive attitude and drama-free work environment is an absolute must.

Responsibilities

  • Answer and respond to incoming phone inquiries
  • Answer and respond to incoming email inquiries
  • Schedule introductory meetings for prospective clients
  • Check company mailboxes on a weekly basis
  • Create Zendesk a support ticket for each new customer issue reported including relevant information and client contact
  • Coordinate complete resolution of Zendesk customer support ticket by assigning to appropriate team member and communicating with client
  • Manage monthly Shopify Meetup marketing efforts; email, website, and event registration site
  • Coordinate monthly Shopify Meetup; presenter, volunteers, event space contact
  • Transport supplies to Shopify Meetup and set up space on a monthly basis
  • Conduct weekly social media marketing calls with marketing vendor
  • Manage weekly social media marketing tasks in project management system
  • Create copy to be used for weekly social media posts
  • Update social media marketing planner with approved copy
  • Research and schedule quarterly employee functions

Experience

  • Intermediate to advanced experience with Facebook, Instagram, Twitter
  • Intermediate experience with G Suite – required
  • Intermediate experience with Asana – required
  • Intermediate experience Slack – required
  • Basic to intermediate experience with HTML/CSS – required
  • Basic understanding of the Shopify ecommerce platform – required
  • Basic knowledge of WordPress content management system – preferred
  • Basic knowledge of Proposify – preferred
  • Basic knowledge of Pipedrive – preferred

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