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Manager, Customer Success

Company: MyCase
Location: Santa Barbara
Posted on: January 8, 2021

Job Description:

Manager, Customer SuccessMyCase is looking for a Manager, Customer Success to directly manage a team of Customer Success Managers (CSMs) - someone to build, nurture, motivate and enrich their team. You will guide your team to live and breathe the Customer Success mission, acting as product experts and specialists to ensure customer satisfaction, retention and growth. This is an exciting opportunity to be a part of a very fast growing and impactful team at MyCase.We're focused on helping growing small to medium sized law firms find success through the MyCase platform and business solutions. We're growing quickly; supporting each other, and focusing on continuous quality and improvement for both our clients and our teams is key in our continued success. Our mission is to maximize the success of our customers by truly understanding their business goals, and guiding them to use products and services in our suite to achieve them.You will report into the Director of Client Services and work our of our Santa Barbara office. and will work closely with leadership and stakeholders across the company in Sales, Marketing, Operations, Product, Engineering, Payments, and Finance.**Mycase is actively hiring and, in response to COVID-19, conducting all interviews and onboarding virtually. Any new or current team members will be temporarily working remotely until it is safe to return to the office in Santa Barbara.**What You'll Do

  • Directly manage a team of CSMs who help our customers grow on MyCase
  • Contribute to the development of processes for a continuous and fast growing team
  • Own the overall team performance and pacing towards all monthly and quarterly goals
  • Train and coach team members, furthering professional development and performance
  • Lead the interviewing and hiring of new candidates for your team
  • Report regularly on data, activity and performance of the team
  • Identify growth opportunities within your team's book of business
  • Get into the weeds to help move support issues through to resolution
  • Act as a senior point of contact and escalation point for MyCase customers
  • Lead relationships with other departments at MyCase such as support, marketing and product to ensure that customer needs and the voice of the customer are heard, understood and prioritizedWhat We're Looking For
    • Customer Focus - Is dedicated to meeting the expectations and requirements of customers; gets first-hand customer information and uses it to drive improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
    • Communication - Display above average communication skills, and be able to clearly articulate feedback, ideas, and MyCase initiatives to direct reports, peers, and other MyCase leaders. Maintains this standard in all forms of communication - written and spoken.
    • Employee Development & Performance Management - Coaches team members in their current roles to improve performance and prepare them for future roles. Proactively provides candid feedback and maintains a close, supportive relationship with all members of the team. Manage team schedules to ensure proper coverage.
    • Stress Management - Maintains a cool head in busy times. Understands the importance of work/life balance, and is able to separate the stress of the role from personal emotion, and help the team to do so as well.
    • Initiative - Takes action without direction to make sure important tasks are completed. Proactively looks for ways to improve team member performance, internal processes, and the overall customer experience.
    • Teamwork: Reaches out to peers and cooperates with other leaders to establish an overall collaborative working relationship. Understands how the team runs and takes proactive actions to keep up team performance, morale, and alignment with MyCase's company culture.Must-Haves
      • 5+ years of experience in Customer Success of Account management
      • 2+ years of experience in people management, leading and coaching a team
      • BA/BS is preferred, but relevant work experience will be considered
      • Experience working with accounts/customers in a partners model or working in a startup/fast paced environment, a plus!If your experience is this close to what we're looking for, please consider applying. Experience comes in many forms and ensuring a diverse and inclusive workplace where we continue to learn from each other is an integral part of the MyCase culture. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.All your information will be kept confidential according to EEO guidelines.

Keywords: MyCase, Santa Barbara , Manager, Customer Success, Executive , Santa Barbara, California

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