Codal · 9 hours ago
Customer Success Manager
Chicago, IL
Full-time
Hybrid
Mid Level
$75K/yr - $90K/yr
3+ years expCodal is an award-winning web design and development consultancy that helps enterprise organizations solve complex problems and accelerate growth through elegant, data-driven digital solutions. The Customer Success Manager will act as the primary point of contact for Managed Services clients, facilitating communication and ensuring client satisfaction while identifying opportunities for improvement and growth.
Information TechnologyMobile AppsSoftwareUX DesignWeb DesignWeb Development
Responsibilities
Assist new clients during the onboarding process by providing information about our services, tools, and procedures
Serve as the first point of contact for Managed Services clients, addressing inquiries, concerns, and requests promptly
Act as an intermediary between clients and internal teams, ensuring clear communication of issues, progress updates, and resolutions
Maintain regular touchpoints with clients to monitor satisfaction and address potential issues proactively
Log, track, and prioritize client-reported issues, ensuring timely resolution with the appropriate internal resources
Develop and communicate mitigation plans for reported problems, keeping clients informed of progress and outcomes
Coordinate with Project Managers and technical teams to resolve escalations effectively
Analyze client interactions to identify trends, potential enhancements, or new opportunities for improvement
Present insights and suggestions to internal teams and clients to foster continuous improvement
Collaborate with clients to identify additional support needs or service opportunities that align with their goals
Maintain and update documentation, including FAQs, troubleshooting guides, and process manuals, to enhance the client experience
Maintain up-to-date knowledge of Codal’s services to offer value-added services or solutions
Ensure all client interactions and issue resolutions are documented accurately within internal systems
Monitor and report on key performance metrics related to client support and satisfaction
Qualification
Required
3+ years of experience in a customer service or client-facing role, preferably within a technology or digital services environment
Familiarity with issue tracking and project management tools such as JIRA, ZenDesk, Trello, or similar platforms
Strong interpersonal and communication skills, with the ability to manage challenging conversations professionally
Proven ability to manage multiple priorities, meet deadlines, and deliver exceptional client experiences
Excellent verbal and written communication skills with the ability to convey technical concepts in a clear and concise manner
Strong critical thinking and troubleshooting skills with a focus on delivering positive outcomes
Demonstrated ability to build rapport and maintain strong relationships with clients
Benefits
Medical, Life, Dental/Vision, and many more insurance types
Employer 401k match - 4%
Commuter Benefits
Office snacks and drinks + a fancy Bevi water machine with flavored water
A recreational group that regularly competes in city leagues for softball and volleyball
An office in the heart of downtown Chicago with a gym, food court, Walgreens, rooftop bar, outdoor sports court, and other amenities
Working hybrid for in-person collaboration and sprint-planning days
Company
Codal
Codal is a design and development consultancy that partners with enterprise organizations to solve complex problems and accelerate growth.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
unknown2012-03-01Series D
Leadership Team
Keval Baxi
Chief Executive Officer
Matthew Gierut
Chief Operating Officer
Recent News
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