Job Description

Harbour is an e-signature and contract management company dedicated to bringing innovation, beauty, and efficiency to the digital contracts space. Our customers use Harbour to create digital workflows that speed up their contract drafting and signature processes and organize their agreements in our market-leading contract management platform.

This role welcomes candidates to work in our office in San Francisco or to work remotely.

As a Customer Success Manager, you'll engage with customers via email, chat, phone, and video conference. You’ll provide training, support, and implementation assistance to new users. You’ll work closely with both the Sales and Product teams. You’ll be an expert on using and navigating Harbour, best practices for customer success, as well as maintaining customer relationships and ensuring customer satisfaction. You will proactively help customers avoid potential issues, and expeditiously diagnose issues to help a customer resolve problems.

Responsibilities

• Be the customer-facing voice of Harbour, addressing simple and complex account issues, and work to drive issue resolution.
• Partner with customers and provide product education, training, and best practices.
• Perform implementation tasks alongside sales teammates and assist with onboarding new customers onto the platform
• Assist with customer communication during new product launches and support events.
• Be an advocate and voice for our users, reporting and acting on observed areas for improvement and being in clear communication with our product team on user issues.
• Work with sales leadership to ensure a consistent and high-quality level of support.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Create internal and external resources, ensuring updated, accurate information, and continuity.

Experience

• 1-3 years experience in Customer Success, Account Management, or Customer Support related to software.
• Experience and proficiency with CRM (Hubspot).
• Bachelor’s Degree

Preferred Qualifications

• Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience.
• A drive to dig into the details of a system or process to solve customer problems.
• Experience in leadership or account management.
• Proven success in a fast-paced support environment.
• Demonstrated success driving cross-functional deliverables.
• Understanding of cloud-based storage concepts.
• Excellent oral and written communication skills.

Diversity and Inclusion

• Harbour is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. For individuals with disabilities who would like to request an accommodation, please contact us at [email protected]

Due to high interest in this position, we are currently only considering candidates who include a cover letter.

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