Customer Success Manager (CSM) - Sports Software
Job Title: Customer Success Manager
Location: 500 Boylston Street, Boston MA
Our Company
Rocket Alumni Solutions is on a mission to help colleges and high schools better recognize student, alumni, and community achievements. Through our best-in-class touchscreen technology, schools create their own interactive Hall of Fame to celebrate their community’s legacy and enrich student experiences for many years to come. Rocket makes it easy to build a museum-quality touchscreen awards display – rendering awards plaques, overstuffed trophy cases and record boards obsolete.
At Rocket, we’re proud to work with 400+ organizations and counting, from all levels of college athletics including Division I universities like Maryland, LSU, Northeastern, NYU and Virginia Tech, to high schools large and small across the country.
The Role
We are seeking a proactive and dedicated Customer Success Manager to enhance our client relationships and drive customer retention. The ideal candidate should have a solid background in customer service or account management, with a strong affinity for technology and digital tools. This role requires exceptional communication skills, a strategic mindset for identifying growth opportunities, and a commitment to delivering outstanding customer experiences.
Responsibilities
- Engagement & Upsell Strategies: Proactively engage customers for feedback through NPS scores, identify opportunities for upsells, and generate referrals by building strong relationships.
- Cross-Functional Collaboration: Work closely with marketing, engineering, and design teams to relay customer feedback, troubleshoot issues, and contribute to projects that enhance the customer journey.
- Account Management & Retention: Regularly monitor customer engagement, reach out to inactive users, and follow up on unpaid invoices to ensure continued satisfaction and identify accounts at risk of churn.
- Customer Onboarding & Training: Facilitate customer onboarding, including handling initial paperwork and conducting training sessions to guide customers in content management using our touchscreen Hall of Fame software.
- Strategic Improvement: Continuously seek ways to improve our customer success processes, the overall customer experience, and contribute ideas for business growth. Facilitate the involvement of senior team members for complex deals or opportunities.
Qualifications
- Bachelor's degree in a relevant field. Recent and/or upcoming college grads encouraged to apply!
- A background in athletics and a passion for sports preferred
- Ability to learn and become proficient in new processes/workflows rapidly
- Effective, confident, and comfortable communicator
- Ability to multitask and prioritize tasks in a fast-paced environment
- Creative thinker with a problem-solving mindset
- Strong attention to detail and organizational skills
- Team player with the ability to collaborate effectively with cross-functional teams
- Candidates may be anywhere in the US
Apply
If this is a top job for you and you feel like you are exceptionally qualified, please reach out to mitch@rocketalumnisolutions.com.