Customer Success Manager IV Full Time

The Developer Success Manager is responsible for coordination and execution of a program aimed to provide support to Developers on our client’s 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.

Job Responsibilities:

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

Skills:

1. Works well independently and is a strong team player.
2. Previous program management, customer service experience, account management, compliance, and/or operations experience.
3. 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.
4. Comfortable leading meetings with key strategic partners and troubleshooting any issues.
5. Ability to present updates in large team meetings.
6. Computer knowledge and various programs such as Google Suite, Excel, project management tools like Asana.
7. Any previous experience working with developers, clients, third parties, integrity, and compliance would be helpful in this role.

Education/Experience:

1. Bachelor’s degree in a technical, liberal arts, or business-related field.
2. Experience in tech (preferred).

The target hiring compensation range for this role is $73 to $81 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

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Tagged as: customer service, Tech