Customer Success Manager

 

Come join our Customer Support team

When our users love our software and people, all sorts of positive things happen: They’ll be our strongest advocates and encourage their colleagues to learn our platform. They’ll reach an advanced level of proficiency and do their jobs even better (and their managers will be floored). And very quickly, the successes they achieve in Hudson will ladder up to healthy accounts and make it abundantly clear that we’re the best partner around to lead our customers into the future.

Our Customer Support Specialists are on the front lines, making this happen every day. When our users receive world-class support, when they feel more knowledgeable about working in our product with each interaction, and when they feel a real connection to the people who have helped them, all of the good things above start to unfold. Being successful in this role is partly rooted in developing expertise and credibility in our platform. Mostly, though, it’s a matter of being tightly aware of the impact your work has on our customers – and pulling out all the stops to make each interaction feel memorable and positive. If you hear “customer support” and think “call center,” this probably isn’t  the right role for you. But if you come to work every day ready to solve problems and deliver exceptional customer experiences, read on.

What does a typical day look like?

On a typical day, you can expect to do some mix of the following:

  • On a user-by-user basis, learn what each is trying to accomplish, and then help them accomplish it using our tools and workflows. This is more teaching than fixing (although we do some of that, too).

  • Help users troubleshoot issues, tracking down causes, identifying paths forward, and clearly communicating solutions and how-to’s.

  • Work with individual users in high-touch ways, often through screen-shares and webinars, to observe how they’re using our product – and coach them when they’re off track.

  • Document areas in need of knowledge base content to ensure that users and our team have better content at the ready.

  • Report on issue themes/trends to inform our Customer Success and Product priorities

Sound Interesting? You might be a great fit if some of the following are true:

  • You’ve graduated from a top-tier college/university (or are about to) with a clear record of academic achievement.

  • You’ve worked in customer/user-facing roles before and are highly driven to provide truly memorable customer experiences. Software experience is a plus, but is not required. Front-line customer experience in other contexts (retail, hospitality, etc.) is highly relevant.

  • You love talking to people and aren’t afraid to pick up the phone to help them. This is not a “stay invisible behind a computer monitor” role.

  • You see yourself as a work in progress and take the initiative, on your own time, to learn skills in areas that interest you.

  • Prior media experience is not a requirement.  We’ll help you learn the lingo and customer needs under the guidance and leadership of a deeply experienced and highly-regarded team of media, business and technology experts.

Hudson MX Benefits

  • Competitive salary

  • Company-paid healthcare coverage for individuals & their families.

  • Company-paid commuting benefits.

  • Flexible paid time off and work-from-home policies.

  • Challenging work designed to leverage, and rapidly expand, your skill set.

  • Learn directly from the best - flat structure and collaborative culture.

  • We value diversity and the richness it brings to our work and employees.

 

Interested? Email recruiting@hudsonmx.com with any questions. We look forward to hearing from you!