Consumer Success Manager

About Convo Communications LLC

Founded in March 2009, Convo is the world’s largest Deaf-owned business with over 500 employees serving five countries in ten different languages.

Here at Convo, we believe that conversations are the key to enhancing the lives of 70 million Deaf individuals and the people around them. By creating solutions to address the experience deprivation that many Deaf people face, we can have a lasting and positive impact on their daily lives.

About the role

The Consumer Success Manager should be  technically savvy and  possess a strong drive for results. Duties for the consumer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn.

You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Consumer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

What you'll do

• Develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers.
• Improve onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization. 
• Maintain documentation in system databases.
• Recommend potential products or services.
• Maintain a high level of professionalism and work to establish a positive rapport with every caller.
• Handle and resolve customer requests and complaints.
• Minimize customer churn.
• Support Alpha/Beta program by collecting, reproducing, and organizing feedback from testers.
• Assist with events, product installations, and on-site troubleshooting as needed.
• Aid in product design and product development.
• Assist with special projects as assigned.

Qualifications

• Fluent in Sign Language.
• Ability and flexibility to travel as needed.
• Highly organized and able to multitask.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Possess a basic understanding of technical and network resolution issues. 
• Experience with providing troubleshooting assistance and customer service.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.
• Ability to deliver quality-focused results. 
• Must be available to work occasional nights, holidays, and weekends.
• Possess knowledge and understanding of Deaf culture in general.
• Knowledge and familiarity with Convo products are a plus.