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Customer Success Manager - Part time

Hacware

Hacware

Customer Service, Sales & Business Development
New York, NY, USA · Remote
Posted on Thursday, June 29, 2023

HacWare is an amazing cybersecurity startup that is looking for a great Customer Success Manager to join our team. Ideally you have a strong passion for innovation and customer empowerment while we build the next generation cybersecurity technology.

We have multiple client types that will all need to feel supported by you, from business owners managing hundreds of employees to CTOs who are looking for a technical understanding of their problem. You do not need to be technically savvy yourself, but you must be comfortable communicating technical issues and resolutions between our customers and our engineering team.

Position type: Part - time contractor with the opportunity to become full time employee within 60 to 90 days.

Here is a day in the life of a HacWare customer success manager:
Works with Customer Success team to resolve technological challenges for our clients:
Checking our support inbox daily for new client queries.
Working with the engineering team to identifying & resolve bugs in our code that may affect the client experience
Communicating regularly with clients in the process of finding solutions for them
Writing walkthrough articles to guide client resolution for commonly encountered problems
Looking for ways to improve client experience, trial conversion to paid customer, & long-term retention
Writing engaging emails to keep our clients in the loop about new product developments and sales resources
Review our platform to suggest fixes and new developments to enhance customer experience of our platform
Eventually will be expected to have onboarding walkthroughs, sales training calls, and product demos with clients once familiar and comfortable with our platform

*Required Skills/Experience

  • Minimum of 2 years of professional client-facing experience.
  • Excellent organizational, written, and oral communication skills.
  • Ideally feels comfortable on verbal & video client-facing calls
  • Creative thinker who thrives on solving challenging problems with analytical thinking skills.
  • Be detail-oriented, flexible, scrappy, and able to work in, contribute to, and thrive in an ever-changing fast-paced environment.
  • Experience with the Hubspot CRM.
  • Experience working with a cybersecurity product is preferred.
  • Must have experience with developing on and configuring macOS Operating systems
  • Bonus points if you have experience using platforms like Loom or Canva to create client-facing educational resources
  • Ability to work on East Coast time.
  • Ability to work 15 to 28 hours per week.

Benefits

  • Competitive salary.
  • Monthly technology (mobile phone/internet) allowance.
  • Paid Company Holidays.