[Remote] Technical Customer Success Manager (Remote - USA Preferred)
Note: The job is a remote job and is open to candidates in USA. Insurance Life Advisors is seeking a Technical Customer Success Manager to enhance their customer support and onboarding operations as they scale. The role involves troubleshooting technical issues, leading a support team, and improving customer experience through automation and AI.
Responsibilities
- Handle complex customer issues escalated by our support team
- Join client calls and Zoom meetings when needed
- Build trust with clients and help them get maximum value from our platform
- Resolve issues quickly and professionally
- Diagnose and resolve CRM, automation, workflow, and integration issues
- Troubleshoot:
- CRM workflows
- Webhooks
- Domains and DNS records
- Email and SMS delivery issues
- Calendar integrations
- Lead routing and automations
- Escalate development issues when necessary, but own the investigation process
- Manage and support our customer support team
- Provide guidance, coaching, and escalation support
- Ensure support SLAs are maintained
- Drive accountability and continuous improvement
- Assist with client onboarding
- Train clients on platform functionality and best practices
- Help clients adopt new features and workflows
- Improve support processes and documentation
- Build and maintain SOPs
- Help implement AI and automation within the support function
- Identify opportunities to reduce tickets and improve efficiency
Skills
- Experience administering or supporting a CRM platform
- Experience with workflows, automations, integrations, or marketing technology
- Strong troubleshooting and problem-solving ability
- Excellent written and verbal communication skills
- Ability to manage multiple priorities without dropping the ball
- Strong sense of ownership and accountability
- Comfortable working directly with clients
- GoHighLevel experience
- HubSpot experience
- Salesforce administration experience
- Marketing automation experience
- Zapier, Make, or webhook experience
- Meta advertising knowledge
- Customer Success leadership experience
Benefits
- Competitive salary based on experience.
- For exceptional candidates with the right combination of technical ability, customer success experience, and leadership capability, we are prepared to pay accordingly.
- ImportantThis is a long-term W-2 employee role.
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