Customer Success Manager

Join an exciting growing company and help your community! VerticalChange is a dynamic software startup that provides cloud based software solutions for non-profit and public agencies around the United States. We are looking for a motivated person to join the Customer Success team as a Customer Success Manager to support our clients and manage a variety of projects. This is an exciting chance to learn and grow into a position with the opportunity for rapid advancement, while also helping your local community!

Role and Responsibilities

Job responsibilities can vary greatly as the customer success team covers everything from initial client demos to writing custom SQL reports. Common duties will include:

  • Managing full client life-cycle starting at initial system configuration and onboarding
  • Partially covering support chat up to 6 months, and providing premium support by phone and email
  • Configuring client systems with the supervision of the Director of Customer Success
  • Importing historic client data into the systems and managing data migration projects
  • Creating customer client reports, including writing SQL reports if interested in learning this skill
  • Collaborating with team members on client projects as needed
  • Updating and writing system documentation
  • Writing bug/feature tickets and doing quality assurance and feature testing

Qualifications and Education Requirements

Applicants for this position will require the following:

  • Experience managing client accounts or projects
  • Ability to write professional emails and meeting documentation
  • Technical aptitude and ability to learn new software programs
  • Proficiency in Microsoft Office Suite, specifically Excel and Word
  • Bachelor's degree or equivalent experience/vocational training
  • Familiarity with Customer Relationship Management (CRM) or Electronic Health Record (EHR) software
  • Understanding of data management and analytics

Preferred Skills

The following would be preferred:

  • Experience volunteering or working with nonprofits or public agencies
  • Proficiency with SQL or other data analytics tools
  • Bachelor’s degree in a computer science or related field or equivalent experience/vocational training
  • Bilingual in Spanish and/or Chinese
  • Experience with VerticalChange systems

Please email your resume and cover letter to careers@verticalchange.com.