Convo’s mission is to connect humans through universal communication solutions shaped by cultural experiences.  We are a Deaf-owned, Deaf-operated, and FCC-certified company and we are seeking a like-minded and passionate individual to join our team as our Customer Success Manager.

Convo is an equal opportunity employer and we welcome everyone to our team. If you need accommodations during the application or interview process, please let us know.

In your application, please feel free to note which pronouns you prefer.

At Convo, we redefine what it means to give back, we are all about elevating our community to new heights, and this is not possible without people who share the same passion for our culture and identity.

 

Position Summary

We are looking for a technically savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

 If you think this is for you then join us to make a difference!

 

Responsibilities

Develop and manage client portfolios.

Sustain business growth and profitability by maximizing value.

Analyze customer data to improve customer experience.

Hold product demonstrations for customers.

Improve onboarding processes.

Evaluate and improve tutorials and other communication infrastructure.

Mediate between clients and the organization. 

Maintain documentation in system databases.

Recommend potential products or services.

Maintain a high level of professionalism and work to establish a positive rapport with every caller.

Handle and resolve customer requests and complaints.

Minimize customer churn.

Support Alpha/Beta program by collecting, reproducing, and organizing feedback from testers.

Assist with events, product installations, and on-site troubleshooting as needed.

Aid in product design and product development.

Assist with special projects as assigned.

Required Skills & Qualifications

 

Highly organized and able to multitask.

Self-driven and proactive nature.

Excellent communication and interpersonal skills.

Demonstrate leadership qualities.

High computer literacy and ability to learn new software.

Possess a basic understanding of technical and network resolution issues. 

Experience with providing troubleshooting assistance and customer service.

Knowledge of customer success processes.

Experience in document creation.

Patient and active listener.

Passion for service.

Ability to deliver quality-focused results. 

Must be available to work occasional nights, holidays, and weekends.

Fluent in American Sign Language.

Possess knowledge and understanding of Deaf culture in general.

Knowledge and familiarity with Convo products are a plus.