Aura · 1 month ago
Customer Success Manager, West Coast, AURA
United States
Full-time
Remote
Mid Level
$75K/yr - $85K/yrAura is part of Hexagon, the global leader in reality technology, and is seeking a proactive and customer-focused Customer Success Manager. The role involves ensuring clients achieve their desired outcomes with the AURA App and related services through onboarding, training, and ongoing support.
Computer Software
Responsibilities
Onboarding and Training: Guide new customers through the onboarding process to ensure proper setup and adoption, providing strategic training and best practices to maximize product value
Complaint Resolution and Logistics Coordination: Resolve customer complaints regarding shipment issues or missing parts, coordinating with the logistics team and collaborating with shipment teams to ensure timely and accurate delivery
Problem Resolution: Act as a point of contact for issues (1st level technical support)., ensuring quick resolution by coordinating with other departments (2nd and 3rd level technical support)
Renewals and Upsells: Proactively engage with customers to ensure timely renewals, actively identifying and presenting opportunities for upselling or cross-selling additional products and services that align with their needs and enhance their overall experience
Usage Monitoring and Engagement: Monitor customer usage of the Aura App, engaging with clients when usage declines to ensure continued satisfaction and value
Collaboration and improvement: Work closely with product management to identify common support issues, suggest user experience improvements
Qualification
Required
Must currently reside in the U.S. to be considered
Ability to understand and explain technical concepts to customers, often assisting with technical support or troubleshooting
Ability to prioritize tasks effectively and maintain a structured approach
Excellent verbal and written communication for effective interaction with customers and teams
Ability to build and maintain strong customer relationships, understanding their needs and expectations
Strong skills to address customer issues and improve their experience, including technical support
Strong ability to work collaboratively with cross-functional teams, including sales, product development, and support
Benefits
A dynamic and inclusive work environment.
Opportunities for professional growth and development.
Competitive salary and benefits package.
The chance to be part of a pioneering company at the forefront of technology
Company
Aura
Every face has a story to tell.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase