Customer Solutions Manager Apply
Shelterluv is a rapidly growing vertical SaaS (Software as a Service) company that is revolutionizing the way animal shelters operate. Our innovative software solutions empower animal shelters to do more adoptions, handle payments, raise donations, enhance communication, and improve the lives of animals in their care through up-to-date medical data. As we expand our reach and impact, we are seeking a dynamic and strategic Customer Solutions and Onboarding Manager to join our passionate team.
As aCustomer Solutions Manager,you will communicate directly with customers, in person and through email and pre-scheduled phone calls, and work closely with our internal Sales, Product, and Engineering teams to ensure a flawless experience with Shelterluv from the beginning. You have strong relationship skills and are comfortable speaking directly with key decision-makers at animal shelters and rescues. You will excel in the arts of organization and prioritization and treat all clients with a high level of respect and consideration, providing exceptional experiences no matter the circumstances.
We are most interested in someone who fits the following requirements:
- You have had customer-facing experience
- You are calm and poised under pressure when faced with customer issues either via email or on live calls
- You can excel and stay organized in an ever-changing, ambiguous environment without much structure
- Experience in the animal welfare world is recommended
- You are a team player willing to do what needs to be done
- You learn quickly and exhibit tech savviness; your curiosity and passion mean that you can get up to speed and have an impact from day one
- You are self-motivated, a self-starter, and always striving to learn
- Demonstrate relationship management and churn prevention skills and the ability to engage clients on new products and features
- You are a strong communicator, both written and verbally, for both internal and external audiences
- You are a trail-blazing pioneer with a drive to develop better processes and solutions each day with a product-oriented mindset
- You are empathetic, patient, and self-aware
- Resolve customer support inquiries in an empathetic, accurate, and timely way via email or on live calls, developing creative workarounds and solutions for customer issues.
- Research, reproduce, and document bugs reported by customers using Jira, and help identify patterns or trends to share with other Shelterluv teams.
- Have a deep understanding of Shelterluv and all its functionalities, as well as an understanding of how our customers are using those functionalities, in order to serve as a product expert and trusted consultant for our customers.
- Be an internal customer advocate, sharing customer feedback and insights with other Shelterluv teams
- Travel for on-site customer onboarding and check-ins
- Curate current customer sentiment with outbound communication via phone, email, and Zoom meetings
- Updating internal documentation as needed
- Other projects or duties as assigned
- Zendesk
- HubSpot
- Jira and other Atlassian tools
- Slack
- Zoom
- Trello
- Loom
Annual Salary Range:$70,000 - $90,000
Our Customer Solutions team provides expert support to our clients, partners, and fellow teammates. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service.
We do whats best for pets by supporting the people who care for them staff and volunteers in animal welfare organizations and pet parents.
We believe every pet deserves a loving home. We build products that help keep pets in their homes and make it easy for people to adopt pets in animal shelters.
- Intentionality
- Autonomy
- Team over Individual
- Commitment
If you're interested, please emailcareers+support@shelterluv.comwith a copy of your resume and let us know why you'd be a great fit for ourteam!
