A-SAFE USA · 1 day ago
Customer Success Manager
Plano, TX
Full-time
Hybrid
Mid LevelA-SAFE USA is a rapidly growing company known for its innovation in workplace safety solutions. The Customer Success Manager will be responsible for ensuring customer retention and satisfaction through onboarding, training, and ongoing support, while also managing client relationships and addressing technology issues.
Mechanical Or Industrial Engineering
Responsibilities
Retain and nurture customer relationships providing post-sale support ensuring success with products and services
Onboarding and client training
Quarter Business Review and adoption process
Inbound issue and ticket resolution
Daily system check and proactive management of the Rackeye dashboard for clients
Ensure all necessary contracts are created, reviewed, and maintained throughout the project lifecycle
Act as an inbound point of contact for issue resolution for clients
Manage and coordinate the service call-out process, ensuring timely and efficient responses
Maintain open and effective communication channels between A-Safe and clients
Provide regular progress reports to clients, highlighting key milestones and addressing potential issues and risks
Develop and implement a comprehensive client onboarding process
Provide necessary training to new clients during the introduction stages of system use and ongoing support including issue resolution and Introduction of new services to best prepare customers for interaction with our platforms and technologies
Track and resolve all reported issues promptly, maintaining a detailed log for follow-up
Implement an escalation process for unresolved issues to ensure they are addressed promptly
Allocate appropriate resources for service calls and track the outcomes for quality assurance
Monitor contract compliance and make updates as necessary to reflect changes in scope or terms
Establish a feedback loop with clients to gather insights and continuously improve service delivery
Ensure all internal systems (CRM & Zen Desk) and databases are updated timely and accurately
Actively participate in internal and external meetings where attendance is required
Qualification
Required
Relevant experience and transferrable skills gained in a similar role. Including supervisory experience, this may be in SaaS based role of as an account manager
Able to communicate clearly both verbally and in writing
Training skills to educate users in best way to use Rackeye. Good ‘train the trainer'
PC literate
Strong attention to detail and administrative skills including report writing
Submit written reports making appropriate recommendations for action
Fast learner able to acquire and assimilate new skills quickly
‘can-do' approach and able to deal with ambiguity
Adaptable and can develop new skills in a changing environment
Able to lead and motivate the installation team and provide training and on-site guidance
Assertive and confident – able to problem-solve and take decisions
Embraces new technology
Credible and can communicate effectively with internal and external key stakeholders
Company
A-SAFE USA
A-SAFE USA Let us show you how we remain an unmatched GLOBAL safety solutions manufacturer and provider for facilities WORLDWIDE.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Brian Iblings
Partner Account Manager- Western U.S.
Jeff Sutherland
Partner Account Manager I Great Lakes - North Central US
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