Customer Services Manager, Conserv, Remote, USA

Posted March 23, 2023

Description:

Conserv exists to help preserve the world’s cultural heritage. Across the world millions of paintings, photos, texts, sculptures are at risk from poor environmental conditions – temperature is too high, humidity fluctuates too much, ultraviolet light is present. Conserv is an environmental monitoring subscription (sensors and software) that empowers collections to manage these variables. We deliver continuous, automated data backed by a team of preservation professionals so our customers can manage their collection environment with confidence. The work we’re doing today, done well, will impact the lives of future generations.

The customer success manager is an exciting role that sits at the center of our company within the Customer Success department. In this role, you will largely be conversing with our customers, software users, and community members. Because of this, customer success is often the “voice of our customers,” and the feedback we collect is valued when it comes to product development, marketing, and the future of Conserv. At Conserv, we are extremely focused on retaining our customers and helping them achieve value from our products, which is heavily focused on preservation, and in this role you will be entirely focused on this through our support, customer check-in, and community functions.

Reports to: Melissa King, Director of Customer Success

Compensation: $48K-$58K Base (commensurate with experience) + Revenue/customer renewal based bonus (on-target earnings up to $65K)

Benefits: Paid Family Leave, Health Insurance, 401K, Unlimited Vacation, Stock Options

Location: Remote (US-based)

Responsibilities:

• Customer check-ins: You will be running annual recurring meetings with some of our customers to offer preservation and software support while also sharing updates and gathering feedback for the rest of our team. Our goal: 90%+ of customer check-ins result in a 5-star score from the customer.
• Conserv Community Management: You will help to moderate and expand our online community focusing on preservation by ensuring quick responses, contributing content, updating the event calendar, and organizing events. Our goal: Grow the Conserv Community to 1000 monthly active users by the end of 2023.
• Customer Support: You will be the first point of contact for our users who come to us for support with the hardware and software, and you will triage these tickets to the proper person to handle them if they cannot be resolved by you. This will also include instructional documentation and course creation. Our goal: Maintain a customer support satisfaction score above 6 (out of 7).

Requirements:

• 2+ years of experience in preventive conservation activities (hopefully with a focus in environmental monitoring and integrated pest management for collection preservation)
• Customer service/interpersonal skills for communicating proactively with and empathizing with our customers.
• Strong problem solving skills and approaching learning about new fields and technologies (e.g. IoT and cloud-based software technology) with curiosity.
• Creative and outgoing personality to help engage our community and get people excited about preventive conservation. Must feel comfortable reaching out to professionals in the preservation field to engage them.

We are aiming for a June 1st start date. We will be interviewing on a rolling basis and will not accept applications past April 14th.

To Apply:

https://conserv.breezy.hr/p/a10e7a8729b2-customer-success-manager