| Reference ID: |
20 |
| Job Title: |
Customer Support and Service/Success Manager |
| Functional Area: |
Customer Service and Support |
| Employment Type: |
Full-Time |
| Primary Location: |
Novi, Michigan |
| Description: |
Mastery Training Services is a leader in the corporate online training marketplace. We help organizations grow and become more successful with our comprehensive workplace training systems and services. In this way Mastery fulfills its mission of helping build more successful, effective and amazing organizations.
Mastery Technologies, Inc. is seeking a motivated individual to join our growing company in the role of Customer Service/Success Manager. The qualified candidate will be instrumental in maintaining a robust and healthy relationship with our customers. You will assist them with their training needs, and keep them informed of new courses and features that may benefit them. The candidate will work with upper management to establish and grow a profit center in the customer service area. |
| Responsibilities: |
Responsibilities:
- Take a leadership role in tandem with senior management in establishing a premium service offering as a new revenue class.
- Monitor and respond to inbound support calls and web based requests for users of our online training.
- Provide technical support for our Learning Management System (LMS) and ecommerce customers by telephone, and email.
- Schedule and perform LMS orientations for new customers and new training managers.
- Train customers to effectively use our training systems and maximize their success.
- Document all customer contacts in Mastery's CRM system.
- Troubleshoot and resolve technical issues with customers using our training and administrative systems.
- Develop and build strong, long lasting relationships between Mastery and our customers.
- Communicate best practices when assisting customers in setting up training.
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| Requirements: |
Desired Skills and Experience:
- 2-5 years' experience managing an LMS for one or more organizations, including knowledge of curriculum management, reporting, course import, user import, data export, managing communications with learners etc.
- Customer Success or Services role that includes support issue resolution.
- Knowledge of learning and competency management.
- Proven ability to build strong relationships with customers.
- Excellent verbal and written communication skills.
- Experience delivering webinars.
- Strong problem solving and analytical skills.
- Excellent communication, organizational, and time management skills.
- Passion for exceptional customer service: professional, courteous, and patient.
- Strong Microsoft Excel, Windows, and overall PC Skills.
- Committed self-starter willing to proactively study and become an expert on our systems.
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