Customer Success Manager

Here at illuno, we are a rapidly growing software provider in local law enforcement. We built a cutting edge marketplace platform to connect local businesses and communities with their local police departments for the staffing and managing of off-duty details.

We are looking for experienced Customer Success Manager to help us facilitate and accelerate the growth that we are experiencing.

If you're dedicated, ambitious and up for a challenge, please don't hesitate to apply.

• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Assist in creating training courses and educational materials for other members of the team and clients
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

• 3-5 years of experience in customer service or customer success position strongly preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

• Fully remote position
• Being based in Dallas, TX is strongly preferred.