Job Description
Sonicu, a fast-growing wireless sensor and cloud-based computing company headquartered in Indianapolis, IN is looking for a Customer Success Manager to help fill the demand of our growing client base. This position is full-time and serves a vital role in our customer team. Sonicu offers employees unlimited growth potential, a fast-paced work environment in the growing SaaS/monitoring platform/IoT industry.
Customer Success Manager Responsibilities:
· Serve as the primary contact for the onboarding of new customers, the training of Sonicu platform end users, as well as post-go-live support.
· Handle and resolve customer requests and complaints.
· Collaborate closely with the sales team to support order entry, installations, customer expectations renewals and expansion opportunities.
· Gauge customers’ levels of engagement with the company and provide feedback regarding product and service improvements.
· Develop and provide insights/best practices to customers to ensure that they get the most out of the Sonicu platform with the aim of helping expand customer base.
· Collaborate with the engineering and software development team to set up or configure our software platform per customers’ requirements and troubleshoot technical issues raised by customers.
· Provide basic tech support, document, and escalate to 2nd tier technical support if required.
· Evaluate and improve customer support videos, documents, tutorials, and other communication infrastructure.
Experience
· 2+ years of customer service-related experience. Experience in a SaaS or software company preferred
· Associate's Degree preferred
· Proven track record of working in a customer-facing role
· Experience working within Hubspot CRM or similar CRM preferred
Skills and Qualifications
· Experience working with stakeholders and customers
· A high level of accuracy and attention to detail is required
· Excellent communication and interpersonal skills
· Flexible approach, able to operate effectively with uncertainty and change
· Driven, empathetic, self-motivated, enthusiastic and with a “can do” attitude
Company Description
SONICU: Monitoring and measuring everything that’s important.
Sonicu was founded in 2008 with the development of a remote wireless sensor and cloud-based monitoring solution (SoniCloud) for sound management in neonatal intensive care units. Since that time, we have expanded to become the leader in remote wireless monitoring technology in both temperature monitoring and room condition monitoring solutions.
Sonicu temperature monitoring solutions help clients protect critical assets like vaccines, medications, research samples, food, and other temperature-sensitive items critical to their operations.
Sonicu room condition monitoring helps hospitals, compounding pharmacies, clean rooms, and other facilities accurately monitor room pressure and a variety of other environmental conditions.
With a full suite of complementary sensors and hardware designed to monitor critical variables and assets, Sonicu helps clients across multiple industries protect their most valuable assets, achieve regulatory compliance, and improve operational excellence.
Based in central Indiana, Sonicu continues its quest for innovation and service, providing effective solutions to challenging problems, monitoring, and measuring everything that’s important.
SONICU: Monitoring and measuring everything that’s important.\r\nSonicu was founded in 2008 with the development of a remote wireless sensor and cloud-based monitoring solution (SoniCloud) for sound management in neonatal intensive care units. Since that time, we have expanded to become the leader in remote wireless monitoring technology in both temperature monitoring and room condition monitoring solutions. \r\nSonicu temperature monitoring solutions help clients protect critical assets like vaccines, medications, research samples, food, and other temperature-sensitive items critical to their operations.\r\nSonicu room condition monitoring helps hospitals, compounding pharmacies, clean rooms, and other facilities accurately monitor room pressure and a variety of other environmental conditions.\r\nWith a full suite of complementary sensors and hardware designed to monitor critical variables and assets, Sonicu helps clients across multiple industries protect their most valuable assets, achieve regulatory compliance, and improve operational excellence.\r\nBased in central Indiana, Sonicu continues its quest for innovation and service, providing effective solutions to challenging problems, monitoring, and measuring everything that’s important.
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