Customer Success Manager

Job Description

Position Type: Full-Time, Remote
Working Hours: EST

About Pavago:
We are seeking a Customer Success Manager to play a pivotal role in supporting our growing customer base and ensuring a smooth onboarding experience for new users. In this role, you will assist with a range of tasks, from data management to customer communication, contributing to a positive user experience. This is a dynamic role, ideal for a proactive individual who thrives in a fast-paced environment and is open to taking on diverse challenges.
Responsibilities:

•  Customer Onboarding: Guide new users through the registration and payment process using our application, ensuring a seamless and positive experience.
•  Data Management: Handle spreadsheets of tenant information, format the data to ensure compatibility with our application, and create yards and units as needed.
•  Customer Support: Provide ongoing support to existing customers, address inquiries, and troubleshoot issues to ensure a smooth experience.
•  Outbound & Inbound Communication: Engage in proactive outreach to customers via phone or email in both English and Spanish to assist with onboarding and payment completion.
• Administrative Tasks: Support various administrative tasks as the company grows, adapting to new responsibilities as they arise.
• Process Improvement: Build and enhance internal onboarding processes and systems based on observed gaps and consistent issues

What Makes You a Perfect Fit:

•  Multitasking Ability: You are comfortable juggling multiple responsibilities and adapting to new challenges as they arise.
•  Customer-Centric Mindset: You have a passion for helping customers succeed and enjoy guiding them through the onboarding process.
•  Communication Skills: Your ability to communicate fluently in English and Spanish ensures clarity and builds trust with a diverse customer base.
•  Attention to Detail: You can manage and format data precisely, ensuring accuracy and consistency.
•  Patience and Empathy: Your ability to remain patient and understanding, even when dealing with difficult or rude customers, helps to maintain a positive customer experience.

Requirements and Skills:

•  Proficiency in Software: Experience with Slack, Notion, Microsoft Excel and Aircall.
•  Language Skills: Fluent in both English and Spanish, with excellent communication skills to engage effectively with customers.
•  Adaptability: Open to taking on new challenges and working on various tasks as the role evolves.

What Does a Typical Day Look Like?
Each day, you will start by reaching out to tenants who have yet to register or make their payments, ensuring that any concerns are promptly addressed. As the month progresses, your focus will shift to generating reports, assisting new customers with onboarding, and providing support for our existing users. Throughout the day, you will balance customer communication, data management, and administrative tasks, contributing to the overall success of our team.

Ready to Apply?
If you are enthusiastic about supporting customers and thrive in a dynamic environment, we invite you to join our team as a Customer Success Manager. This role offers a chance to grow with us and make a meaningful impact on our customers' experience.