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| Job Title: | Customer Service Manager | ||||||
| Company: | MarketBright | ||||||
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| Description: | About Marketbright The Marketbright team has been building and streamlining marketing operations for some of the largest technology companies for over twelve years. Realizing that there must be a better way to automate and integrate the functionality they needed most, they began to build the tools and systems to streamline large scale marketing efforts, and improve marketing ROI. The lessons they learned running large enterprise campaigns and operations are now embedded in the DNA of the Marketbright on-demand marketing automation solution. Marketbright's solution enables companies to improve their demand generation activities through self-service campaign execution and automated lead scoring and management, and gain visibility into campaign metrics via real-time dashboards. Marketbright’s list of customers includes industry leaders such as Business Objects, VMware, Seagate Services, Serena Software, Varonis and Wageworks. Marketbright is privately held and headquartered in San Bruno, CA. Learn more at http://www.marketbright.com. Description: Marketbright is a venture-backed, fast-growing start up in the CRM - Marketing Automation space. This is a great opportunity in the high-tech B2B SaaS space for a motivated, flexible person who learns quickly and works well with a team. The Customer Service Manager will identify, research, and resolve technical problems for clients. You will also be involved in rolling out new instances, testing and QA, training new users, managing customer relationships and helping to drive the product road map. The Customer Service Manager will be responsible for ensuring the success of the implementation of new Marketbright accounts, as well as their ongoing care. This person will work closely with the Sales and Operations teams to ensure a smooth hand-off for new accounts. For existing accounts, this person will provide ongoing client support and training through pro-active response to customer needs, working closely with Support, Development and Product Management. This position combines account management, hands-on training and post-sales care, and customer support. Primary Responsibilities Project manage roll out and implementation of new customer instances Communicate with development team to make sure customers go live in standard thirty day window Help design, write and improve implementation guides and self-service help docs. Deliver in person and remote training on Marketbright software Help design and improve training and support materials Help with customer implementations projects Triage customer support requests Translate customer requests gathered during sales and support roles into product requirements Track and prioritize customer enhancement requests Evaluate and improve customer satisfaction Start Date: ASAP Location: San Francisco Bay Area Employment Type: Full Time Experience: We are looking for a smart, web-savvy professional who is comfortable working with customers in a range of post-sales capacities on a pro-active and triage support basis. Qualifications include: Ideally, previous experience in a post-sales or customer facing support role Technical implementation skills with website and Internet applications Excellent communication, multi-tasking, and organizational skills Hands-on experience using and training others on campaign & website content management systems Experience with Marketing organizations a plus Experience with demand generation, Sales CRM systems, and current best practices a plus Education: College degree Required Skills: Intermediate HTML skills required Motivated and positive attitude Attention to detail Self-starter with ability to take initiative to solve problems without hand holding Strong communication and analytic skills Be highly organized and work naturally in a project management like role | ||||||
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