Customer Success Manager (Fully Remote)

• Lead and mentor the support team to promptly resolve customer issues.
• Monitor performance, train agents, and ensure all SLA times are met.
• Manage Tier 3 Slack channel and ensure proper ticket creation in Zoho Desk and Jira.

Paid/Professional Services:

• Guide customers through paid support, onboarding, and training for a smooth experience.
• Ensure adherence to paid services processes and notify the COO of any issues.
• Conduct data imports and QuickBooks conversions as needed.

Performance Monitoring:

• Track key metrics like customer satisfaction, product adoption, and retention rates.
• Prepare monthly reports for the COO and other stakeholders.
• Oversee Accounts Receivable and collections tasks by assigned agents.

Yellow Labs Software, Inc

Yellow Labs Software, Inc. develops CustomBooks, a global Cloud ERP product for businesses. The company operates remotely and focuses on customer success and support.