focusIT, Inc. is a technology provider specializing in Software as a Solution (SaaS) products for the mortgage and financial services industries. The Company has enjoyed continuous growth since being founded in 2002 and has built a team of employees throughout the United States working virtually from home offices.
Responsibilities of the Customer Success Manager (Help Desk Manager)
The Customer Success (Help Desk) Manager
is responsible for managing the Customer Success team while ensuring that key customer service levels and response times are met. The Manager is a true leader within the Company, with a focus on training and coaching the team as the Company continues to grow. Additionally, this role manages the Zendesk, using the system to leverage data and make sure that focusIT exceeds its SLA goals for customer support. There are times that the Customer Success Manager will engage directly with key customers to build the relationship and help get feedback and feature requests for product development.
Additional responsibilities include hiring additional Technicians, developing objectives for the team’s day-to-day operations, ensuring all employees follow best practices for help desk support and operations, and developing in-depth product and customer knowledge to be a resource for the team. This position is on the Company leadership team, reports directly to the General Manager, and is actively engaged in setting the vision for the organization.
Unlike many other help desk environments, focusIT’s environment is not built on unrealistic expectations, employee burnout, and a “turn and burn” mentality. focusIT has built a team of real people, working together, supporting decent customers (generally speaking – there is always the PITA’s of course)!
Qualifications & Abilities of the Customer Success Manager
Compensation and Benefits Package for the Customer Success Manager
- Bachelor’s Degree in a related field
- 5+ years of experience in customer-facing positions, as well as 2+ years of management experience
- Comfortable and effective in a remote work environment
- Desire and ability to implement operational practices and build a world-class service team
This is a full-time, remote, and permanent position with competitive starting salary, benefits package, paid time off, and a strong company culture. focusIT offers new employees 3 weeks of Paid Time Off in the first year, as well 12 paid holidays! The Company has built a culture where work/life balance really matters!
The Recruiting Process for the Customer Success Manager
The recruiting process is designed to ensure that we make the right hire for this critical position and will include a combination of phone and web-based interviews, candidate assessments, and a pre-employment background check.
The Company is an Equal Opportunity Employer!