Customer Success Manager

Who you’ll be working with

We ideate, create, and coordinate. We analyze, strategize, organize, and prioritize. We bridge the communication channel between the client and our project team. We chart the course and navigate the product roadmap sprint by sprint. Some of us are product owners. Some of us are scrum masters. Many of us wear multiple hats and do whatever’s needed to deliver successful projects.

What you’ll be doing

Role Overview: We are seeking a proactive and personable Customer Service Specialist to join our Managed Services team. This individual will act as the primary point of contact for our Managed Services clients, facilitating seamless communication between end clients and internal teams. This role requires a client-focused mindset, strong problem-solving abilities, and the ability to identify proactive opportunities for client satisfaction and growth.

Key Responsibilities

Client Support and Communication

• Assist new clients during the onboarding process by providing information about our services, tools, and procedures.
• Serve as the first point of contact for Managed Services clients, addressing inquiries, concerns, and requests promptly.
• Act as an intermediary between clients and internal teams, ensuring clear communication of issues, progress updates, and resolutions.
• Maintain regular touchpoints with clients to monitor satisfaction and address potential issues proactively.

Issue Management and Mitigation

• Log, track, and prioritize client-reported issues, ensuring timely resolution with the appropriate internal resources.
• Develop and communicate mitigation plans for reported problems, keeping clients informed of progress and outcomes.
• Coordinate with Project Managers and technical teams to resolve escalations effectively.

Proactive Opportunity Identification

• Analyze client interactions to identify trends, potential enhancements, or new opportunities for improvement.
• Present insights and suggestions to internal teams and clients to foster continuous improvement.
• Collaborate with clients to identify additional support needs or service opportunities that align with their goals.

Operational Excellence

• Maintain and update documentation, including FAQs, troubleshooting guides, and process manuals, to enhance the client experience.
• Maintain up-to-date knowledge of Codal’s services to offer value-added services or solutions.
• Ensure all client interactions and issue resolutions are documented accurately within internal systems.
• Monitor and report on key performance metrics related to client support and satisfaction.

What you’ll need to be successful (Requirements)

• 3+ years of experience in a customer service or client-facing role, preferably within a technology or digital services environment.
• Familiarity with issue tracking and project management tools such as JIRA, ZenDesk, Trello, or similar platforms.
• Strong interpersonal and communication skills, with the ability to manage challenging conversations professionally.
• Proven ability to manage multiple priorities, meet deadlines, and deliver exceptional client experiences.
• Excellent verbal and written communication skills with the ability to convey technical concepts in a clear and concise manner.
• Strong critical thinking and troubleshooting skills with a focus on delivering positive outcomes.
• Demonstrated ability to build rapport and maintain strong relationships with clients.

Benefits And Salary

• $75,000 - $90,000
• We offer Medical, Life, Dental/Vision, and many more insurance types 
• Employer 401k match - 4% 
• Commuter Benefits

Need another reason to hit the “apply” button?

• Codal is a global agency with over 200 employees, and offices in the US, UK, and India 
• We regularly host happy hours, dinners, excursions, and other company events to unwind after a hard day at work
• Office snacks and drinks + a fancy Bevi water machine with flavored water 
• A recreational group that regularly competes in city leagues for softball and volleyball 
• An office in the heart of downtown Chicago with a gym, food court, Walgreens, rooftop bar, outdoor sports court, and other amenities
• Working hybrid for in-person collaboration and sprint-planning days

#LI-hybrid