About Us

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Philippines and Germany which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our US team is growing and we're looking for experienced Customer Success Manager to join our Helpware team.

Position Overview:

A Customer Success Manager is a trusted advisor, responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

In charge of helping our customers reach their true growth potential while maximizing the customer's lifetime value for Helpware, understanding customers' objectives and expected outcomes. As a Product/Service expert, you will help our customers identify opportunities, deliver high-value propositions to help these strategic accounts optimize performance, and grow organically.

You'll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Helpware, and will also ensure our customers are engaged with us, loyal to our brand, and promoters of our products. He/she is the main point of contact between our customer and Helpware, being the customer's voice internally

Customer Success Responsibilities:

• Create policies and procedures that optimize the customer experience. These policies should be established so all customers receive the same quality of service.
• Must know the company's products inside and out, and must help customers plan and understand the best ways to utilize their resources to cover current or upcoming business needs.
• Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients. Successfully closing renewals and seeking out additional expansion opportunities within your book of business
• Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts. Generating joint business plans and making sure to convert successful customers into advocates
• Conduct periodic business reviews with client executive teams, leading health checkpoints
• Act as a face of the company, be a trusted advisor for the client, the single point of contact for their escalations, and concerns.
• Advocate internally for our customers', influencing processes and product decisions
• Participate actively in our clients' strategic and growth plans.
• Navigate client organizations to uncover additional product applications & opportunities for partnership
• Work with Operations to identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve the end-customer experience.

• Monitor compliance to SLA agreements and customer operations scorecard, and identify and anticipate risk, while ensuring services are being delivered correctly, cost-effectively, and on schedule.

We offer:
Medical, Dental, Vision, PTO, 10 Paid holidays, Life Insurance and Short Term Dissability

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.