RP Solutions is committed to delivering a positive Customer Experience at every step in our customer’s journey.
- Oversee all Customer Success team policies, processes, and activities to ensure every customer has a positive Customer Experience with RP Solutions’ products and support services team.
- Coordinate the scheduling and manage the training of all support service representatives.
- Monitor, track, and report on customer projects and support incident metrics.
- Participate in creating and promoting both internal and external Customer Success and Customer Experience initiatives.
- Research, understand, and implement best practices for creating a Customer Success culture.
- As a member of the Customer Success team, work directly with customers to provide onboarding and support services.
- Maximize Customer Life-time Value (CLTV) and reduce churn.
Skills and pre-requisites:
Knowledge of Customer Success, Relationship Management, or Account Management best practices.
Experience in a SaaS or software company.
Strong technical aptitude.
Excellent organizational, communication, and interpersonal skills.
Driven, self-motivated, enthusiastic, “can do” attitude.
Ability to supervise others.
A passion to serve customers.
A love of people.
Location: Ithaca office
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