NextBillion - An Initiative of the William Davidson Institute at the University of Michigan

Position Overview
The Customer Support Manager (CSM) will be part of Vera’s growing team, and will drive Vera’s retention of clients and reputation for exceptional customer satisfaction. The CSM will lead customer support initiatives, keep our team focused on customer outcomes and play a central role in ensuring the long term impact of our engagements with clients. The CSM will provide technical support, understand customer outcomes through ongoing collection and analysis of data and feedback, and turn this into strategies for retaining our clients and maximising their impact.

The CSM is a people person, with exceptional customer service and communication skills. Candidates should have strong project management skills, and be able to coordinate with multiple teams to own client relationships.

Primary Responsibilities:
Build the support infrastructure at Vera, including documenting proven strategies, selecting and implementing appropriate technologies for ticketing, and developing templates.
Build and manage Vera’s customer service team.
Be the trusted partner for our clients on product functionality, onboarding, training end users, and post go-live support.
Manage post-implementation onboarding experience for customers. Deliver training sessions to ensure understanding and adoption.
Test new strategies to ensure client retention and success.
Engage with current and past Vera clients, understanding business/technical needs and possibility for support scopes.
Learn the product roadmap, understanding current functionality and future offerings.
Collaborate with multiple project teams, ensuring successful implementation across Vera’s projects.
Be the client representative and share client feedback with product, sales and marketing to improve our processes.

Qualifications and Experience
Essential:
2-5 years experience in a customer service, relationship management, account management, or similar role in a SaaS company
Experience working with complex, multi-divisional, multi-geographical clients
Excellent written and verbal communication and relational skills; ability to lead technical conversations
Empathetic, positive attitude with a desire to help our clients reach their goals
Demonstrated success in achieving targets
Success working with cross-functional teams
Excellent organizational skills and a passion for fine details
Diligent work ethic and proven ability to execute tasks with drive and enthusiasm
Passion for technology and being part of a fast-growing products team
Insatiable desire to improve skills and knowledge of self and others
Fluency in English

Desirable:
Experience with Salesforce
Experience with JIRA
Interest in social service work and/or international development
Fluency in Portuguese and Spanish