Job Description
The Customer Success Account Manager role is an entry level position that will provide hands-on support to our growing client base. We are looking for individuals who are passionate about managing customer relationships. This role will maintain a portfolio of accounts and is responsible for shepherding customers through the onboarding journey, providing support as they prepare for their Level 2 CMMC assessment, responding to requests for support, guiding users through product usage and building customer loyalty through timely and helpful communication.
About Us
We are a high-growth secure VDI (Virtual Desktop Infrastructure) provider built on the Kasm Workspace platform. Our primary mission is to provide secure, cost-effective VDI solutions for organizations seeking CMMC (Cybersecurity Maturity Model Certification) compliance.
Our solution is a fraction of the cost of traditional Microsoft-based VDI solutions and we are scaling exponentially. As a result, we are increasing our customer success team so that we continue to meet our expanding client support needs.
Key Responsibilities
- Customer Onboarding & Training Welcome new organizations and provide 1:1 support during the Onboarding process. Responsible for creating organizational environments, and ensuring that new clients successfully complete onboarding requirements.
- Support: Assist assigned clients in the preparation and planning of their CMMC level 2 assessments. This will include supporting the defense of our product(s) during Client CMMC Level 2 assessments.
- Customer Advocacy: Actively provide intelligence to team leadership regarding evolving customer needs with a focus on continuous improvement of the customer experience.
- Problem Solving: Address customer concerns, resolve issues and manage conflicts in a positive, patient and professional manner.
- Relationship Management: Build and maintain strong, long term relationships with clients by acting as a consistent point of contact and trusted advisor.
Required Skills & Experience (Non-Negotiable)
- U.S. Citizenship: Must be a U.S. citizen located within the United States.
- Experience: Prior experience in customer services and or account management or a similar client-facing role.
- Communication: Excellent verbal and written communication and interpersonal skills.
- Problem-Solving: Strong ability to handle conflicts and solve problems effectively.
- Computer Skills: Proficiency with basic technology and customer support software (like ticketing support systems).
- Organizational Skills: Strong organizational and time management skills, with the ability to multitask and work independently.
- Analytical Mindset: An analytical and process-oriented mindset to troubleshoot and assist clients with triage steps.
- Cross-functional Collaboration: Ability to work effectively with other departments, such as sales, product, and technical support.
Preferred/Bonus Skills
- Awareness of Google Workspace
- Knowledge of cybersecurity compliance frameworks.
- Certified CMMC Professional (CCP)
Role Details
- Type: W-2 Full Time
- Location: 100% Remote (within the United States)
- Hours: 9:00am ET- 5:30pm ET
