Customer Success Manager at Loomly

| Remote
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Important: This roles requires you to be located in California, Colorado or Texas.

Your responsibilities

We’re looking for a Customer Success Manager to help users and customers resolve their questions through all channels (including phone, email, chat & social networks), provide advanced training & support to enterprise customers and contribute to company-wide customer development effort by reporting feedback in a structured way as a mean of continuously improving product/market fit.

Your qualifications

  • 3+ years experience in customer service, preferably for an Internet-based company, preferably a SAAS platform, with a focus on problem resolution and user satisfaction maximization.
  • Track record of managing customer service requests over multiple channels, in a timely fashion, with a high level of courtesy and empathy.
  • Native or bilingual proficiency in English (writing & speaking). Professional working proficiency in French, Spanish, Portuguese, Italian, German or Dutch (writing only) highly appreciated but not required.
  • Experience collaborating with multiple disciplines including product, engineering, customer service & marketing and ability to structure thoughts clearly & succinctly in written form for consumption in an asynchronous workplace environment.
  • Background or professional interest in social media management & content creation.
  • BA/BS in Business, Marketing, Economics, Psychology or Sociology. Advanced degrees preferred but not required.
  • Bonus: experience designing support material and training people in professional context.

Your competencies

If you have a track record of efficiency, integrity, follow-through on commitment, attention to detail, persistence & proactivity, then you will feel at home in our team. You will also get a head start if you can demonstrate an ability to remain calm under pressure, adaptability and high standards, as well as openness to criticism and listening & communication skills.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • WordpressCMS
    • IntercomCRM
    • MailChimpEmail
    • IntercomEmail
    • MailgunEmail

An Insider's view of Loomly

How does your team reward individual success?

The philosophy at Loomly is that no one should ever have to ask for a raise — just like we should never have to ask someone to go the extra mile.

Mirana

Head of Customer Success

How do you collaborate with other teams in the company?

We always collaborate in push mode: we follow through on commitment, pro-actively update other team members and raise our hands when something goes wrong. This collective mindset automatically makes micro-management irrelevant.

Jennifer

Customer Success Manager

What makes someone successful on your team?

Independence is fundamental. Loomly operates as a fully remote company: 90% of collaboration is asynchronous and most internal communication happens in writing. The ability to own projects, reason through challenges and present potential solutions to other team members is the primary key success factor at Loomly.

Ari

Engineering Lead

How do your team's ideas influence the company's direction?

Immensely. One thing we try to avoid at all cost, is to tell our team members how to do their job — they simply know better than we do. Once we have set goals and made sure they have all the resources they need to move forward, we get out of the way and only show up upon request until approval time.

Noemie

CMO

What is your vision for the company?

We strive to empower every marketing team to build a successful brand online — efficiently. This journey started with streamlining the process of managing editorial calendars. Now, we are extending the same philosophy to always more platforms & content formats, to become the all-in-one marketing collaboration platform our customers need.

Thibaud

CEO

What are Loomly Perks + Benefits

Loomly Benefits Overview

We are a remote company and we are building across the US & Europe. For you, that means: awesome teammates, work/life balance & meaningful work. Along with a competitive package and cool perks, of course.

Culture
Daily sync
Open door policy
Team owned deliverables
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Remote Work Program
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Company Outings
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
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