We're looking for a Customer Success Manager to join our team.

Updated: Dec 30, 2021


Mixed Reality Rooms brings B2B companies closer to their customers by making it incredibly easy to create personalised and gamified meetings and micro-events at scale. This helps companies shorten their sales cycles with their key accounts.

We predominantly work with enterprise brands like Kenshoo, Delonghi, and Salesforce, but are now expanding to help smaller organisations.


Position Overview

Our Customer Success team members are passionate about serving others, client-focused, and dedicated to helping small business owners succeed. As a Customer Success team member, you will be an advocate for our clients. In this role you will work closely with our support team to quickly and efficiently identify, solve, or properly direct our clients' questions and concerns.


Responsibilities

  • Resolve customer requests and support issues via inbound call, outbound follow-ups, email, and/or chat

  • Triage tickets to the appropriate internal departments and work with them to resolve the issue.

  • Engage with our partners and business leaders across the organization to ensure customer requests are resolved efficiently and effectively while addressing the customers' short-term & long-term needs

  • Meet or exceed performance expectations based on key performance indicators like customer experience, effectiveness, and efficiency

  • Identify, resolve, and or escalate risks that may impact the business

  • Represent the voice of the customer by helping to provide product and customer experience feedback along with recommended enhancements

  • Assist in the development of new processes, process documentation, training, and client communications


Required Experience/Skills:

  • 1-3 years of relevant work experience.

  • Strong writing skills. An expert communicator in both small-talk & high-pressure moments.

  • Excellent time-management skills. Takes the lead on projects while juggling other tasks.

  • Must thrive in dynamic environments. Driven to grow and take on new responsibilities.

  • True team player. Open to accepting feedback to ensure the team’s success.

  • Strong attention to detail, organization skills, with an ability to stay focused on assigned tasks.

  • Passion for helping people

  • Ability to learn and work effectively in a virtual environment

  • A quick thinker and a fast learner with the ability to work in a rapidly changing environment

  • Technology savvy individual who can adapt to rapidly changing tools and technologies

  • Excited about growing a career within a rapidly growing company


Benefits:

  • Competitive salary

  • Remote Work Program to allow for flexibility between home and the office

  • On-going training where required

  • Generous Parental Leave to create a family-friendly culture

  • Wellness Perks

  • 25-days holiday