Customer Service Manager
About Marketbright
The Marketbright team has been building and streamlining marketing operations for some of the largest technology companies for over twelve years. Realizing that there must be a better way to automate and integrate the functionality they needed most, they began to build the tools and systems to streamline large scale marketing efforts, and improve marketing ROI. The lessons they learned running large enterprise campaigns and operations are now embedded in the DNA of the Marketbright on-demand marketing automation solution. Marketbright's solution enables companies to improve their demand generation activities through self-service campaign execution and automated lead scoring and management, and gain visibility into campaign metrics via real-time dashboards. Marketbright’s list of customers includes industry leaders such as Business Objects, VMware, Seagate Services, Serena Software, Varonis and Wageworks. Marketbright is privately held and headquartered in San Bruno, CA. Learn more at http://www.marketbright.com.
Description:
Marketbright is a venture-backed, fast-growing start up in the CRM - Marketing Automation space. This is a great opportunity in the high-tech B2B SaaS space for a motivated, flexible person who learns quickly and works well with a team.
The Customer Service Manager will identify, research, and resolve technical problems for clients. You will also be involved in rolling out new instances, testing and QA, training new users, managing customer relationships and helping to drive the product road map. The Customer Service Manager will be responsible for ensuring the success of the implementation of new Marketbright accounts, as well as their ongoing care. This person will work closely with the Sales and Operations teams to ensure a smooth hand-off for new accounts. For existing accounts, this person will provide ongoing client support and training through pro-active response to customer needs, working closely with Support, Development and Product Management. This position combines account management, hands-on training and post-sales care, and customer support.
Primary Responsibilities
Project manage roll out and implementation of new customer instances
Communicate with development team to make sure customers go live in standard thirty day window
Help design, write and improve implementation guides and self-service help docs.
Deliver in person and remote training on Marketbright software
Help design and improve training and support materials
Help with customer implementations projects
Triage customer support requests
Translate customer requests gathered during sales and support roles into product requirements
Track and prioritize customer enhancement requests
Evaluate and improve customer satisfaction
Start Date: ASAP
Location: San Francisco Bay Area
Employment Type: Full Time
Experience:
We are looking for a smart, web-savvy professional who is comfortable working with customers in a range of post-sales capacities on a pro-active and triage support basis. Qualifications include:
Ideally, previous experience in a post-sales or customer facing support role
Technical implementation skills with website and Internet applications
Excellent communication, multi-tasking, and organizational skills
Hands-on experience using and training others on campaign & website content management systems
Experience with Marketing organizations a plus
Experience with demand generation, Sales CRM systems, and current best practices a plus
Education:
College degree
Required Skills:
Intermediate HTML skills required
Motivated and positive attitude
Attention to detail
Self-starter with ability to take initiative to solve problems without hand holding
Strong communication and analytic skills
Be highly organized and work naturally in a project management like role
Call us at (877) 777-6582 or email us at information at marketbright.com
