Manager, Customer Success

onxMaps

Missoula, MT, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 02/15/2021
  • Website: onxmaps.com
  • Company Address: 1925 Brooks Street, Missoula, MT, 59801

About onxMaps

onX delivers the most relevant and rich geospatial data to any device, anywhere.

Job Description

Headquartered in Montana with offices in both Missoula and Bozeman, onX is rooted in a passion for the peaks and rivers surrounding us. We bring our devotion to the outdoors to work daily with a singular, powerful goal; to inspire others to find their own adventures off the pavement. Through the melding of technology and passion for the outdoors we enable people to craft rewarding, dynamic outdoor experiences.

WE ARE LOOKING FOR

onX is seeking two (2) Managers, Customer Success with a passion for putting the customer first, providing transformational customer service, and advocating for the success of our customers. As an onX Manager, Customer Success you will provide leadership and direction for the Customer Success team, work with cross-functional teams to align business objectives with customer interests, and develop department processes and procedures. This is a great opportunity to be a part of a dynamic startup focused on delivering exceptional experiences to a passionate customer base. These positions will report to the head of Customer Success.

LOCATION: Missoula, MT required. 

RESPONSIBILITIES

(Essential Job Duties)

  • Enable a team of skilled Customer Success professionals to deliver world-class customer support by providing clear priorities, removing barriers to execution, and offering personalized skill development. 
  • Develop and drive department goals that align with and advance onX company goals. 
  • Develop, improve, and maintain support tools/systems and business intelligence dashboards. 
  • Perform strategic and day-to-day workforce management to maintain a scalable and resilient workforce. 
  • Proactively attend to the health of the department and fulfillment of the team with attention to both proactive initiatives and reactive responses to emerging needs. 
  • Adeptly handle escalated customer contacts, investigate high-priority bugs, and coordinate customer success response to product outages. 
  • Forecast support demand and coordinate workforce resources to maintain SLAs. 
  • Use multidimensional customer data to help set product priorities. 
  • Exemplify all Customer Success team and onX company values. 
  • Assist the CS team member's professional development and growth. 
  • Represent onX at community events and industry trade shows. 
  • Use onX products in the field to understand customer use.

REQUIRED QUALIFICATIONS

  • Bachelor’s degree or equivalent experience 
  • Two (2) or more years of experience directly managing customer support technicians for a company with a technology product
  • Proven ability to lead and develop a team
  • Exceptional interpersonal skills; ability to be the customer’s advocate.
  • Exceptional communication skills and the ability to build successful business relationships

PREFERRED QUALIFICATIONS

  • Experienced Zendesk administrator
  • Experience in Tableau report creation
  • Experience in workforce forecasting
  • Experience debugging technical issues
  • onX product knowledge

PHYSICAL WORKING CONDITIONS

The following physical requirements represent those that are required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sitting - [90%]
  • Standing - [0%]
  • Walking - [10%]
  • Bending - [Occasionally]
  • Kneeling - [Some]
  • Lifting - [Up to 25 pounds]
  • Reaching - [Regularly]
  • Telephone Use - [Yes]
  • Computer Use/Manual Dexterity - Yes

WHAT WE ARE OFFERING YOU

  • Competitive salary and opportunities for growth
  • Comprehensive medical, insurance, and wellness benefits
  • Four weeks paid family leave 
  • 401k matching at 100% the first 3% you save and 50% from 3-5%
  • Company-wide outdoor adventures twice per year
  • Amazing outdoor industry discounts
  • Summer hours for salaried employees

onX COMPANY VALUES

Our principles guide the decisions making of our company.  They define the culture at onX, what we have learned through experience and are the code by which we operate. They are fundamental, enduring and actionable–a benchmark by which we measure the team behavior and performance.

We put the customer first.

We are passionate.

We win as a team.

We take ownership. 

We work with urgency.

We are curious and seek the truth.

We innovate & take risks.

 

Position open until filled. 

onX is an Equal Opportunity Employer

 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.