ABOUT US

Ceterus is here to empower small business entrepreneurs. Our focus on driving small business success pairs a rich understanding of accounting and financial analysis with an emphasis on development of user-friendly, sophisticated technology.

Our core values and the diverse makeup of our world class team drive our organization forward.

JOB SUMMARY

Manager of Customer Success

What we’re looking for:

Someone who understands and embraces how top-notch customer service contributes to the overall success of an organization
A positive can-do attitude
Be willing and able to handle fast-moving, high-pressured situations with your team, while remaining calm and collected.
Be willing and able to effectively manage customer escalations
Build a team culture comprised of customer obsession, ownership, collaboration, and teamwork
Possess the ability to demonstrate personal accountability and achievement and be influential and adept in driving accountability and high performance through goals to your team.
The ability to communicate with purpose, clarity, and accuracy
Effective project management and organizational skills
Superior skills in critical thinking, problem solving and decision-making
Superior self-directed work habits, exhibiting strong initiative, drive, creativity, maturity, self-assurance and professionalism

The Manager position supports a group of Customer Success Representatives, as well as works directly with our accounting team members to ensure our customers receive excellent service. Our CSRs work directly with our customers to answer questions, provide technical support, relay important feedback to the accounting team, and develop new and creative ways to better serve our customers.

Responsibilities Include:

Manage and reinforce internal initiatives across departments as it relates to customer experience.
Drive corporate goals and expectations through frequent review and prioritization
Encourage engagement and drive motivation with each CSR
Foster collaboration and team share
Collaborate and lead meetings by sharing best practices, success stories and innovative suggestions for continued process improvement, efficiency and consistency amongst the team
Assign tasks to the CSRs and balance workloads
Manage employee performance, recognition and appropriate actions for underperformance (candid/critical conversations)
Effectively manage ongoing recruitment activities such as interviewing/hiring
Conduct annual performance reviews and engage in weekly touch points

EDUCATION & EXPERIENCE

Experience using Zendesk, Salesforce, Asana or other project management software is required, and experience with QuickBooks Online Bookkeeping is a plus
5+ years of experience in a customer success role with at least 2 years management experience

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