Position Overview:

The key focus of the Junior Customer Success Manager is to implement the Customer Success business by delivering outstanding onboarding, support, and ongoing education.

The Junior Customer Success Manager will use a combination of self-service and customized materials to onboard customers and respond to and resolve customer questions and issues. The successful candidate will provide day-to-day technical product support and apply industry knowledge to ensure high customer satisfaction. The Junior Customer Success Manager is an individual contributor that will work as part of a dispersed team. The Junior Customer Success Manager is directly part of the Customer Success Response function of the Customer Success department.

Principal Duties and Responsibilities:

  • Provide technical product support mainly through email communications via our support console maintaining high satisfaction ratings from clients and internal teams.
  • Empathize with clients while keeping business solutions in mind. Quickly address, identify, and respond to customer issues within business SLA.
  • Provide product expertise to all
  • NetBase Quid customers across the NetBase Quid product portfolio. Be the source of technical truth on NetBase Quid products.
  • Learn, follow and further implement the customer support process. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
  • Learn and use internal NetBase Quid tools & platforms to understand entire picture and develop reply with correct information.
  • Work as a liaison between the customers, team leads, and the development team at HQ to provide thought leadership and feedback on roadmap features, customer feedback, and new product releases.
  • Shift gears seamlessly while prioritizing tasks, deal with ambiguous situations, and keep a calm demeanor when interacting with internal and external teams and clients.
  • Travel 1 to 2 times per year for internal company and/or team onsite.

Qualifications & Skills:

  • BS or BA degree.
  • 1-3 years of experience in Social Media related technologies with a proven track record of delivering client solutions. 

Ideal Candidate:

  • Direct experience with hands-on premium support by providing excellent customer care and support at a software or similar high-tech company.
  • Prior hands-on experience with NetBase Quid or similar technologies.
  • Self-starter with desire to learn.
  • Values teamwork and clear communication.
  • Tenacity in problem solving and conducting research internally and externally to find solutions. 
  • Ability to multi-task and adapt to change quickly.
  • Excellent interpersonal communication skills, both written and verbal.
  • Remains calm in a fast-paced work environment.
  • Demonstrates thoughtful leadership in assessing problems and opportunities.
  • Experience using CRM tools (preferably Salesforce and Gainsight) and bug tracking tools such as JIRA.

About the Company

NetBase Quid, headquartered in Santa Clara, CA, is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Its platform processes millions of social media posts daily for actionable business insights for marketing, research, customer service, sales, PR, and product innovation. NetBase Quid is a trusted partner to American AirlinesArby’sCoca-ColaOgilvyT-MobileUniversal Music Group, and YUM! Brands.

With continued stellar growth in 2020, we are expanding our Customer Success Team with talented individuals that play to win, work together, and care about building a culture of respect, integrity and agility – for amazing outcomes.

Apply for this Job

* Required
When autocomplete results are available use up and down arrows to review
+ Add Another Education

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Quid are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.