Customer Success Manager Jobs

About the Position:

FreeAxez seeks a Gridd Mobile (GM) Client Success Manager who will be responsible for the on-going development, and continuous improvement of the company’s mobile app. The position will drive the product forward by providing a range of support for the Gridd Mobile product to the FreeAxez customers and potential customers. In addition, this role will provide direct marketing support and follow up on customer relationships including Gridd Mobile app technical support. The GM Client Success Manager also oversees and provides direction to the GM Content Specialist role on the team.

This position is responsible for effectively meeting all related customer needs from successful onboarding to ongoing relationship management and direct customer support. This role will also develop and manage related new mobile app initiatives, with a focus on continuous development and improvement.

About the Company:

FreeAxez is the leading provider of whole building adaptive cabling distribution systems. With more than 25 years' experience, FreeAxez systems provide sustainable, performance and design versatility for a variety of commercial and high technology environments, including many of the world’s top corporations, organizations, universities and government facilities. The Gridd® & Gridd®Power product line revolutionizes the way cabling has traditionally been distributed by providing an underfloor cabling distribution system that eliminates the need for core drilling, drop down power poles and spine walls. FreeAxez delivers the highest quality products and services across the lifecycle of its products, from design and installation to maintenance and upgrades of its cabling systems.

Core Responsibilities

● Serve as the key Gridd Mobile Liaison - Learn the build industry, understand all stakeholders & be the key liaison for the product.

o Study and learn the industry and key stakeholders (i.e. architects, facility managers, contractors, electricians, technicians, etc).

o Continually study technology and business trends in the industry.

o Act as the liaison between FreeAxez and the technical team.

● Manage and support the GM Content Specialist, with ultimate responsibility for the Gridd Mobile content strategy, including ensuring an exceptional customer experience.

o Oversee and support the work of the GM Content Specialist and expanded team over time.

● Responsible for Gridd Mobile marketing collateral with the goal of creating engaging content.

o Work in partnership with FreeAxez’ graphic designer and the FreeAxez Director of Marketing to design collateral and emails for customer campaigns.

o Independently, create marketing collateral using Adobe Photoshop & Adobe Creative Cloud, as needed.

● Manage Gridd Mobile Customer App Setup to deliver excellent app content for customers.

o Work with the Optimum Output team (vendor) to setup a customer Gridd Mobile library according to GM standards and specifications.

o Work with the FreeAxez Graphic Designer & FreeAxez Project Management team to generate custom 2D content for Gridd Mobile libraries according to GM standards and specifications

o Interface with the FreeAxez Project Management & FreeAxez Revit Design team to generate and upload 3D and Augmented Reality content.

● Monitor Customer Activity & Analytics to ensure long term customer satisfaction.

o Review Excel based Gridd Mobile activity reports weekly; create actions based on data according to the Gridd Mobile Customer Success buckets and the customers unique situation.

o Get Customer Feedback - Create & send monthly surveys to GM customers, with the help of the GM exec team. Review feedback with GM exec team

● Gridd Mobile Helpdesk - Technically Support Gridd Mobile customers deploy and use the app, via phone & screen share. The majority of support will be remote, but occasional travel will be required. (Estimated travel demand – 5-day trips per month - including but not limited to home office visits, client visits, industry event visits.)

● Responsible for testing and continuous development of the Gridd Mobile app through work with external vendor and ongoing dedication to overall app improvement.

Basic Skills Necessary to Accomplish This Job

· ● Experience with mobile app content management strategies, including designing and/or directly with managing mobile apps.

• Strong ability to learn and adapt to evolving technology and applications, work with people, communicate both written and verbally with internal and external contacts for marketing purposes and business communications.
• High proficiency in technology (CRM & Microsoft Office), written communication, customer support, & customer analytics. Proficiency in Adobe photoshop and Creative Cloud.
• Ability to lead meetings (internal and customer based), quickly change schedules, simplify complicated problems, neutralize customer challenges.
• Comfortable making visits to customers, prepare meeting agendas, organizing internal and external projects, assembling information packets.

· Strong time management skills.

Background and Qualifications Needed to Do the Job

● Bachelor’s degree in Marketing or business related filed preferred.

● 2-5 years of experience in customer facing roles.

● Ability to work well in a fast-paced environment, and flexibility to adapt and change quickly.

● Key Personal Skills - organized, team player, confident, strong communicator (written and verbal), detail oriented.

● Knowledge of / experience with CRM, email campaign platforms, Microsoft Office. Adobe creative cloud a strong plus.

● Valid driver’s license.

This is a full time, in-person position with benefits including: Medical, Dental, Retirement, and Vacation.

FreeAxez is an equal opportunity employer in compliance with CFR 41-60-14 and committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.