Preferred Experience Level: Specialist or Senior

Compensation: DOE

Company

OneForce Inc. (https://www.oneforce.co/) is an intelligent software company specializing in knowledge work automation. We have a team of world-class engineers and data scientists creating the next generation BrainCore cognitive technology that leverages the most advanced deep learning and natural language processing algorithms. Our SmartLeads (https://www.smartleads.so/) offering delivers AI-powered sales development as a service to customers in North America and Europe. OneForce is headquartered in Seattle, WA in the USA and has operations around the globe.

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Position

We are looking for a Customer Success Manager who will oversee the process of customer retention within a business, interact with new, existing and potential customers on a regular basis, directing his team on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction.

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Major company’s services are related to B2B Lead Generation, starting from understanding customer’s product or service offering, building Ideal Customer’s Profile, building and enriching contact’s database, planning and implementing email, social and telephony outreach, monitor and tune up ongoing campaigns. In this duties Customer Success Manager will manage his team of front and back specialists to ensure seamless cooperation between various specialists to generate Leads to company’s clients and consistently improve customer’s satisfaction.

Responsibilities

• Establish and maintain customer relationships
• Establish customer service policies and practices
• Provide high-level technical and product support
• Supervise and develop customer success teams
• Understanding of company’s business model and products as well as the customers we are typically attract.
• Learn promoted products features to determine profile (market segment) of potential buyers and competitors;
• Search internet and other publicly available sources for companies and people satisfying to determined buyer profile;
• Search for people’s contact information to use in Lead Generation activities – Social Media, email, phones;
• Extract, transform and load people and contact information into the company’s database;
• Plan Lead Generation campaigns (channel, script, focus group) and prepare scripts and contacts sets for outreach campaigns;
• Monitor outreach campaigns to ensure its smooth execution and performance;
• Tune campaigns to grow open/response/interest rates;
• Analyze outreach results to change focus companies/people;

Requirements

• 4+ years of prior experience in customer facing roles
• 2+ years as Customer Success Manager, or account manager working with a technology solution
• Experience providing customer onboarding, adoption and renewals in high volumes
• Proven ability to manage and prioritize across multiple complex customer journeys at once
• Be commercially aware or business minded (sales experience is beneficial)
• Strong written and verbal communication skills, including presentation skills
• Numeracy literate, good with data and analytics
• Must have excellent time management and organizational skills
• Be reliable and have strict adherence to deadlines
• Ability and desire to work in a respectful, transparent, and collaborative way
• Self-motivated and a drive to be the best
• Adaptable to rapid growth and change
• Nice to have: industry knowledge and experience in IT industry, software is advantageous.
• Good communication skills in English;
• Good analytical and research skills. Knowledge of various information sources for getting information about companies and people. Knowledge of tools for enrichment and verifying contact information.
• Good knowledge and experience in MS Word, Excel, PowerPoint, Google Docs, Sheet. 

We offer

• Flexible schedule, ability to determine ideal work hours for candidate
• Young and vibrant team passionate about our project
• Fully remote work environment, ability to work from anywhere

Equal Employment Opportunities

OneForce is an Equal Employment Opportunity company.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.

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