Customer Success Manager

About us

Opus is the first training platform purpose-built to train and engage frontline teams. Our customers use Opus to reach a workforce that is multi-lingual, multi-generational, and away from a computer all day. We are a team of service industry veterans and technology professionals who are are passionate about creating simple, accessible technology that helps businesses with a deskless workforce create a world where everyone has a good job.

About the role

Delighting every executive, manager, and frontline employee that touches Opus is what we’re all about. To this end, we place high importance on customer success: driving high utilization of the platform by building strong relationships and tracking key metrics.

As a Customer Success Manager, your job is to guide and advise customers with an eye towards building trust and knowledge of our product. You'll also help refine repeatable processes that we utilize - internally and externally - to help us scale and create a truly unique customer journey.

This is an opportunity to help build the foundation of customer experience here at Opus.

Responsibilities

• Build strong, long-term relationships with customers as the trusted, consultative advisor on training product functionality

• Onboard and support onboarding of new customers including leading implementation and training calls

• Conduct regular reporting to ensure customers optimize our product/service, issues are resolved effectively, and customer goals are met

• Monitor and service ongoing emails, calls, and live chats with platform users within required SLA

• Troubleshoot technical issues raised by customers, and uncover new ways to improve our product

• Support deployment of survey initiatives in order to methodically receive customer feedback

• Participate in on-call rotation alongside the Customer Success Team for off-hour coverage

• Partner cross-functionally on projects to improve the customer experience via feedback, insights, and internal process improvements
  
  

Qualifications

• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role

• Experience building and maintaining relationships, while working to mitigate churn and drive engagement

• Empathetic, positive attitude with a desire to help our customers reach their goals

• Experience working with customers with multiple units and stakeholders within an organization

• Exceptional communication skills, highly organized, collaborative and detail oriented

• Experience working in a hospitality environment is a plus

• Familiarity with productivity tools such as Salesforce, Intercom, G Suite and Zoom a plus

• For residents of New York, willingness to come into our NYC office 1 day/week. (All other locations, are remote).
  
  

Why Join Opus Training

You'll have the opportunity to make a significant impact on a growing business that's transforming how the service industry develop their most valuable asset – their people. Your work will directly influence how effectively we communicate our value to the market and how successfully we grow our customer base.