Customer Success Manager Training Specialist
Carbyne, United States
Job Description
Hi! We’re Carbyne and we are on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries worldwide, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on.
Headquarters: New York City, New York
Current Headcount: 160 People and counting.
Carbyne Website
Recent Press
Techcrunch article: Carbyne raises $56M Series C
As a Customer Success Manager amp; Training Specialist you will be responsible for ensuring the success and satisfaction of our customers while also providing training and support to our users and/or partners. This is a hybrid role where you will spend approximately 50% of your time focused on customer success management and 50% on customer training.
Customer Success Management:
- Serve as the main point of contact for assigned customers and build strong relationships with decision-makers, key personnel, and IT staff
- Maintain regular communication with customers based on best practices
- Provide clear product usage and analytics updates to relevant stakeholders
- Collaborate with internal teams to meet and exceed customer expectations
- Track enhancement requests from our customers for future features and functionality
- Conduct customer onboarding through training and use cases
- Partner with the Sales team to achieve growth goals and identify upsell opportunities
- Promote customer adoption and usage of Master Carbyne's products
- Ensure operational efficiency through streamlined processes, while implementing customer success policies to improve satisfaction and product adoption strategies.
- Measure and recommend improvements to customer onboarding and handoff experience
Customer Training:
- Develop comprehensive training programs for our users and/or partners
- Conduct virtual training sessions, webinars, and workshops to educate users and/or partners on the features and functionality of our product.
- Evaluate training needs and develop customized training plans to meet our customer’s specific requirements.
- Continuously gather feedback and insights to improve the effectiveness of our training programs.
- Administer and maintain the LMS, ensuring optimal functionality, accessibility, and experience.
Requirements
- Bachelor's degree in a relevant field or equivalent practical experience.
- Proven experience in customer success management, account management, or a similar customer-facing role.
- Experience delivering remote training or educational programs to diverse audiences.
- Strong communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
- Must be able to work in a fast-paced, high-stress environment
- Excellent presentation and facilitation skills, with the ability to engage and inspire learners virtually.
- Strong problem-solving and analytical skills, with a focus on driving customer satisfaction and success.
- Proficiency in using customer relationship management (CRM) software and virtual training platforms is preferred.
- Knowledge of 911 center and/or emergency communication industry is a plus.
- Willingness to travel up to 30% of the time for client visits.
Benefits
- Comprehensive medical, dental, and vision insurance
- 401k, matching up to 4% of your salary
- Parental Leave Policy
- Unlimited vacation days
- Sick days
- Competitive options plan
- Reimbursement for commuter expenses (if you work in the office)
- Health and Wellness Benefits
Our Promise:
Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offenses, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.
Note: We are unable to support employment visas at this time.