Broadlume’s on a mission to transform the Flooring industry through integrated technology. Join our team and help our nationwide network of 3000+ independent flooring retailers grow their businesses online. We are seeking a self-driven and customer-focused Customer Success Manager to join our team.
The Support Specialists primary responsibility is to provide high-quality, results-oriented, and flexible support and education to our clients. Support is delivered via email, phone, chat, virtual meetings, occasional onsite support.
**This is a full time, remote position**
WHAT YOU’LL DO
As the face of Broadlume,:
- Respond to customer requests by phone, chat, and email in a professional and timely manner, ensuring customers are aware of new functionality and efficient usage of the system
- Respond to a variety of user requests and provide guidance on system use related to sales processing, accounting, and other system modules
- Communicate thoughtful, thorough, and accurate solutions to solve for the customer from beginning to end using language and terminology that the customer understands
- Work with key stakeholders to escalate, troubleshoot, and resolve ERP system issues related to software bugs and provide operating procedure coaching to customers to reduce need for support cases
- Manage day-to-day workflow with composure and flexibility as customer and team needs evolve, case volume changes
- Adjust priorities and workflow according to customer needs, level of urgency, customer priority, impact of the issue
- Develop, maintain, and build a deep understanding of Broadlume as a business, BL platforms, our services, org, industry
Requirements
WHO YOU ARE
- You have 2+ years of experience within the flooring industry using an industry specific business management / Business Management System.
- You understand the intricacies of running a flooring business and the importance that systems play in a successful operation.
- You have knowledge and experience with accounting practices and account reconciliation processes.
- You are proficient in Excel and comfortable working with multiple spreadsheets.
- You are resourceful and solution focused. If you don’t know the answer, you’ll find it.
- You excel at written and verbal communication. You have exceptional written communication skills and know how to make complex topics seem simple when explaining things.
- You are able to relate to and connect with different personalities – you understand the importance of reading the room and adjusting your approach when necessary.
- You believe in amazing customer service. You always go the extra mile to be responsive, clear, and helpful to our clients.
- You are a quick learner and inquisitive.
- You are coachable, trainable, and open to constructive feedback.
- You have strong problem solving and decision-making skills including the ability to think ahead and get things done without intervention from others.
- You are a team player and able to operate in a dynamic environment.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, 4% match)
- Life Insurance
- Unlimited Paid Time Off
- Family Leave
- Short Term & Long Term Disability
- Work From Home + Remote Office Allowance
- Wellness Resources & Lifestyle Perks
- Calm Premium App Subscription
- Stock Option Plan
Who We Are:
Our mission at Broadlume is pretty simple: simplify the complicated world of digital marketing for the flooring industry. The opportunity is massive, and we have the team to execute the vision…except, well, for you.