Customer Success Manager

What are we looking for in our Customer Success Manager ?

Customer Success Manager
Contract: 1 year
PR: 75 - 85/hr (depending on YOE)
Remote- Travel Required

The Developer Success Manager is responsible for coordination and execution of a program aimed to provide support to Developers on the platform. Everyone is an owner on the team, so running a program or project also includes tracking and monitoring of project progress with regards to deadlines and needs, assisting in scheduling and logistical coordination, communicating frequently with team members and management, writing summaries and sending status updates. This is an exciting opportunity to support 3rd parties (big name partners) by providing education and support regarding critical non-technical issues. The project ultimately supports the success of the developers in the ecosystem, ensuring they have the necessary information they need to ensure safe and positive experiences for users.

Responsibilities:

• Support various projects and programs aimed at improving operations and understanding of compliance requirements for third parties
• Support the Program Manager with problem solving, providing guidance, access to necessary tooling
• Work closely with 3P Vendors to provide support, meet quality assurance, provide training and ultimately execute the program
• Understand gaps and support in determining solutions, guiding decision making conversations and then leading implementation of best solutions
• Admin: coordinate deadlines on all deliverables, assists in coordinating schedules, take notes in meeting and updating roadmaps accordingly, keeping clear record of dependencies, deadlines and monitoring progress against those deadlines
• Monitor, assess, and communicate regulatory changes, emerging compliance risks and trends and new self-serve features to key partners and stakeholders.
• Assist business, operations, and other key stakeholders in responding to escalations from leads by conducting, compiling and presenting research as required.
• Assist with measuring and reporting progress of program, identifying areas of improvement and driving projects focused 

• Works well independently and is a strong team player
• Previous program management, customer service experience, account management, compliance and/or operations experience
• Excellent verbal and written communication skills, experience writing up short and concise posts, longer docs and making presentations, as well as verbally explaining complex requirements
• Comfortable leading meetings with key strategic partners and troubleshooting any issues
• Ability to present updates in large team meetings
• Computer knowledge and various programs such as google suite, excel, project management tools like Asana
• Any previous experience working with developers, clients, third parties, integrity, compliance would be helpful in this role
• Bachelor's degree in a technical, liberal arts or business-related field
• Experience in tech (preferred)
  

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors. 

Rate/Salary: 75-85/hr