* GAIN App (Marketing & Advertising): The Customer Success Manager leads all efforts related to the successful implementation and usage of the app.
The responsibilities include:
● Own everything involved in making our customers successful
● Become proficient in the use of GAIN to be able to answer customer support questions from an expert standpoint
● Categorize common support requests and report them to the product team
● Manage ongoing support and retention efforts
● Work with executive team to drive customer success from all departments
● Drive upsell opportunities
* GAIN App (Marketing & Advertising): Remote - home office based.
Monitor and quickly respond to live chat with customers
Troubleshoot issues or direct to proper department
Help develop support articles and documentation for self-serve Knowledge Base
Troubleshooting and answering questions via Intercom
Relay feedback from customers to sales and product teams.
Analyze customer trends and improve engagement.