Onboarding and Customer Satisfaction Manager - New York - job 677501


Date: 04/09/2021

City: New York, New York

Employment type: Full-time

The Customer Satisfaction Manager is the key link between Octopart's small- and medium-tier customers, covering both our distribution partners and our API users. Your mission is to provide an excellent experience to our customers through rapid and effective issue resolution while working with our internal team to advocate for the voice of the customer. Some of your key responsibilities include:

  • Facilitate the onboarding process for new customer signups, including answering questions on terms of service, helping with account creation, and validating customer data.

  • Model the customer's performance on site, and make suggestions related to CPC, analytics and digital advertising that will help the customer get a better return and experience using Octopart.

  • Promptly and courteously respond to inbound customer emails via HelpScout and Salesforce.

  • Efficiently resolve customer complaints and issues, including coordinating with the sales, product, and engineering teams as necessary.

  • Anticipate customer needs and provide thoughtful solutions.

  • Assist accounts with administrative updates and highlight self-service functionality.

  • Organize monthly reporting for customers via Looker and Google Ad Manager.

  • Review new additions to customers' inventory datasets and verify accurate pairing of values.

  • Supporting the Sales team.

Expected Outcomes:

  • Customers will be onboarded quickly and accurately.

  • Customers will have a positive onboarding experience.

  • Octopart will exceed customer expectations.

  • Octopart will maintain an efficient response time to customer service tickets.

  • Octopart will be paid promptly.

  • Octopart will achieve its revenue targets.

  • You will provide greater freedom for sales activities

  • You will meet or exceed your goals.

Who You Are:

  • Enthusiastic. You are self motivated and exhibit passion, excitement, and a can-do attitude.

  • Customer Focused. You recognize that good customer service is key to customer longevity, and that meeting the needs of existing customers can have an emphatic effect on business.

  • Communicative. You are someone who speaks and writes clearly and articulately without being overly verbose. You share and seek feedback internally and externally.

  • Results Oriented. You are focused on delivering a positive outcome as quickly and efficiently as possible. You are committed to finding new and unique solutions that can mitigate customer issues and produce a conclusive result in limited time and interactions.

  • Attention to Detail. You achieve thoroughness and accuracy when accomplishing tasks by being passionate about all aspects of customer communication.

  • Proactive. Rather than being reactive, you obsess about getting ahead of the needs of our customers and the sales organization.

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