At a Glance
- Tasks: Support clients with software issues and enhance their experience through proactive engagement.
- Company: Join Jonas Software, a leader in enterprise management solutions with a global presence.
- Benefits: Enjoy a competitive salary, remote work options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on collaboration and customer advocacy.
- Why this job: Make a real impact by helping clients succeed with innovative software solutions.
- Qualifications: Bachelor's degree and 5+ years in customer support or business software implementation.
The predicted salary is between 67392 - 82368 $ per year.
The ideal candidate will be a highly results driven, action oriented, customer focused and a self-motivated individual with the ability to handle numerous tasks simultaneously. In addition, this strong communicator requires a proven ability in actively listening and working with customers to resolve open issues and drive retention. The ideal candidate is a proactive, results-driven individual with a passion for people, sales, and technology, capable of building strong client relationships while providing top-tier support and identifying opportunities to enhance client software utilization. Someone who can self-assess well and build powerful relationships with people. Through this, you will easily be able to see gaps in how our clients use the software and offer guidance on how to implement more products so our clients can be successful using more of our software.
JOB RESPONSIBILITIES:
- Technical Support: Provide timely and accurate assistance to clients via phone, email, live chat, and ticketing systems, troubleshooting software-related issues and guiding users through solutions.
- Issue Resolution: Diagnose and resolve technical and functional issues with our software, escalating complex cases to senior technical teams when necessary.
- Customer Advocacy: Act as the voice of the customer, gathering feedback and communicating insights to product development and sales teams to enhance software functionality and user experience.
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions in our ticketing system, contributing to a comprehensive knowledge base.
- Problem-Solving: Strong analytical skills and a proactive approach to resolving issues efficiently and effectively.
- Teamwork: Ability to work well with others, handle conflict positively, and collaborate across departments.
- Organization: Excellent organizational and process management skills to prioritize tasks and manage multiple responsibilities effectively.
- Proactive Engagement: Follow up with clients to ensure satisfaction, identify opportunities for additional training or support, and foster long-term relationships.
- Collaboration: Work closely with sales, product, and development teams to ensure a cohesive customer experience and alignment with vertical market needs.
JOB QUALIFICATIONS AND PERSONAL ATTRIBUTES:
- Minimum of bachelor’s degree in business, marketing or English.
- 5+ years supporting or implementing business software (ERP, field service, accounting, or payroll software strongly preferred).
- Experience troubleshooting cloud-hosted applications using AI tools.
- Bonus if past experience in driving AI initiatives across CS functions.
- Analytical mindset — comfortable interpreting usage data and translating it into action plans.
- Highly organized, self-directed, and able to manage competing priorities across multiple accounts.
- Experience with CS and CRM tools (e.g., Salesforce, Freshdesk, HubSpot).
- Excellent knowledge of CS tools like Freshdesk, Hubspot or Salesforce.
- Excellent interpersonal, listening, and written communication skills.
Customer Success Manager employer: Jonas Software
At Jonas Software, we pride ourselves on being an exceptional employer that fosters innovation and collaboration in the rapidly evolving field of AI-driven cloud solutions. Our remote work culture promotes flexibility and work-life balance, while our commitment to employee growth ensures that you have access to continuous learning opportunities and career advancement. Join us in a supportive environment where your contributions directly impact the success of legal professionals and law firms across the globe.
