Customer Success Manager

Beda

Description

Company Overview:

Beda AI, is a leading innovator in AI-driven grant writing solutions, we are looking for a driven, dynamic, and customer-focused individual to join our team as a Customer Success Representative. Our company is focused on helping businesses access grant funding faster by helping them automate the grant application process we do this by providing services and powerful software tools to make the grant writing process seamless.

Job Summary:

As a Customer Success Representative, you will play a crucial role in ensuring our clients’ success in both aspects of our business – grant application assistance and software support. You will be responsible for guiding clients through the grant application process, providing updates on application progress, and addressing/ troubleshooting any concerns they may have. Additionally, you will assist with support ticketing for the grant writers who are licensing our software, helping with onboarding, account creation, troubleshooting technical issues, and communicating customer feedback to the team.

Responsibilities:

Grant Application Support:

  • Guide clients through the grant application process, offering advice and assistance on registration.
  • Conduct regular follow-ups with clients to ensure they are prepared for submission deadlines and set appointments with clients to submit finished applications.
  • Provide updates on the progress of grant applications and address any queries or concerns.
  • Schedule and manage appointments with clients to help them register and claim grant benefits

Software Support:

  • Assist grant writers in utilizing our software, answering questions, and providing guidance on account creation, and onboarding.
  • Troubleshoot and resolve technical issues related to the software.
  • Manage support tickets efficiently, ensuring timely resolution of client concerns.

Client Engagement:

  • Build strong, positive relationships with clients to enhance their overall experience.
  • Gather feedback from clients to identify areas for improvement and communicate insights to the development team.

Documentation:

  • Create and maintain comprehensive documentation on common issues, resolutions, and best practices.
  • Develop and update user guides to facilitate clients’ understanding of our software.

Cross-functional Collaboration:

  • Collaborate with the team to identify opportunities for enhancing services or internal processes based on client needs.
  • Work closely with the product development team to communicate client feedback and contribute to product enhancements.

Qualifications:

  • Proven experience in customer support or success roles.
  • Strong understanding of the grant application process and/or experience in the grant writing field.
  • Technical proficiency to troubleshoot software issues and assist clients effectively.
  • Excellent communication skills, both written and verbal.
  • Ability to multitask and prioritize in a fast-paced environment.

How to Apply

Drop us your resume, a video message, or something unique at hiring@beda.ai