Discover

The Opportunity

Halifax, NS
Customer Service
Experienced
Full-time

We are a growing tech startup looking for a smart, social, and dynamic individual who will guide and implement Swept’s efforts to build and engage our community. Working within our vision, the successful candidate will turn community engagement objectives into measurable initiatives.

Reporting to the Director of Customer Success, the Customer Success Manager is responsible for the direct management of a portfolio of core Swept clients, coaching new Swept clients through the onboarding process with a client-centric approach to client activation, adoption and expansion while minimizing customer churn.

What you'll do

Responsibilities

The Customer Success Manager will:

  • Develop and execute client outreach plans that support communication and expansion strategies.
  • Consult with clients to understand their needs and make recommendations on how Swept supports their goals.
  • Develop expansion plans that support growth targets.
  • Conduct Quarterly Business Reviews.
  • Document, track and escalate client issues, using systems and process that contribute to a consistent customer experience.
  • Assist in the development of training and support resources to support automated and manual outreach to support Swept users.
  • Work closely with the Customer Success team to maintain a positive relationship with all clients.
  • Be the voice of our customer to product development.

What you'll need

Qualifications

Proficiency with the following software development technologies

  • Email (Gmail)
  • Word Processors (Microsoft Word, Google Docs)
  • Spreadsheet software (Microsoft Excel, Google Sheets)
  • CRM platforms (Hubspot, Salesforce)
  • Client Success platforms

Competencies

  • Minimum 2 years working in a SaaS company in Customer Sales and/or Success role.
  • Teamwork and interpersonal skills - work across the organization, sharing information, providing support, and sharing credit. Understands and contributes to building a positive, supportive culture within the team.
  • Collaboration and partnership – approaches problems by working across functions to ensure problems are clearly understood and solutions are holistic.
  • Confidentiality – Approaches customer information, proprietary business information as confidential.
  • Problem Solver - exercises independent judgement and decision making.
  • Communication - Prepares and presents customer communication and resource materials using excellent written and verbal communication skills.
  • Responsiveness – Balances quality with response time to ensure the requests of internal and external clients are handled efficiently and accurately.
  • Accountability - Takes ownership to get things done, seeks support when required.
  • Ability to prioritize shifting client demands.
  • Experience adapting to new technologies and a readiness to learn how to optimize existing technology.
  • Ability to work independently and with a team.

A little bit about us

Swept

We are the leading field management software platform for the commercial cleaning industry. We connect SMB cleaning companies with their front-line staff (cleaners) and clients to increase the quality of the cleaning service and the retention of employees and customers.

Are you interested?

Work With Us

Swept makes simple software designed specifically for the Janitorial Industry. Our mobile and web-based solutions promote proactive communication between you and your cleaners while providing you important information. It will save you time, make you more effective, and improve your customer's satisfaction.