Cleo Concierge Manager in Boston, Massachusetts
at Cleo (US)
Remote - US
Cleo is a cloud integration technology company focused on business outcomes. Every day, we ensure that each one of our 4,000+ customers' potential is realized by delivering solutions that make it easy to discover and create value through the connections and integration of enterprise applications supporting critical workflows. By providing the industry’s most complete and flexible integration offerings, we are helping our clients build trusted relationships across their partner ecosystems today, while providing all the control and visibility they need to advance their business tomorrow. In a nutshell, Cleo is a rapidly growing category leader in ecosystem integration software and we have experienced tremendous growth over recent years.
Cleo touches your everyday life by developing, marketing, and selling integration software that ensures Amazon orders get delivered on time, food is stocked at the grocery store, and your local barista has the coffee beans to make your morning latte. Cleo is redefining the integration market by transforming how organizations transact business with each other with our innovative Ecosystem Integration Platform.
At Cleo, we are not only passionate about helping our customers reach success, we are passionate about our team members. We foster innovation in a thriving, high-velocity work environment. Our team members are among the best and the brightest, working in an environment where strategy, technology, and marketing intersect to create amazing products.
More than ever before, businesses need to securely move vast amounts of data. Cleo solutions tackle the complexity of getting mission-critical data to the right people who can make timely data-driven business decisions to better compete. With over 100,000 proven installations worldwide, Cleo offers enterprise integration software that meets the needs of companies of all sizes – from the smallest to the Fortune 500. Cleo, headquartered near Chicago, is rapidly growing while adding incredibly talented professionals to its dedicated worldwide team.
At Cleo, we are not only passionate about helping our customers achieve success, but we are also passionate about our team members. We foster innovation in a thriving, high-velocity work environment. Our team members are among the best and the brightest, working in an environment where strategy, technology, and marketing intersect to create amazing products
What you will be doing:
Collaborate with the Customer Concierge, Support team, and Engineering department to develop a formal strategy that will enable the Technical and Customer Concierge to add excellent value to our customers.
Continually refine/improve the Technical Concierge strategy to deliver Cleo-quality support and generate happy, referenceable customers.
Establish a communication protocol between Support Managers and Customer Concierge to enhance the customer experience while transitioning from standard Support to Concierge Support, and vice versa.
Assist the Engineering department with code corrections, as needed.
Create JRP for RED customers to provide visibility into their current issues. Provide weekly status updates for key Cleo stakeholders and ensure accountability.
Setup and test in-house customer environments to assess deployments, patches, fixes, etc.
Assist the Support team by providing in-depth technical knowledge and assist Tier 2 as needed.
Work with the Engineering department to learn about new product features/functions before they go-live.
Perform additional duties, as assigned.
Bachelor’s degree and/or 5+ years of related experience within a software company or comparable industry.
Thorough understanding of best practices.
Strong ability to effectively communicate with people at various business and technical levels including Project Management, Support, Services, and Engineering.
Highly disciplined in being able to plan and prioritize tasks, strong time-management, and timely follow-through.
Ability to manage several customer issues at once and work with the Engineering department on code fixes/changes.
Detail –oriented with an ability to succeed in a fast-paced ever-changing environment.
Ability to travel, on occasion, to customer locations and/or to participate in company-related events.
A few things we have to offer:
Competitive base salary + commission
Great Healthcare + Dental + Vision plans available
Flexible PTO offerings with focus on life-work balance
Culture of support and development
FSA and HSA options
Employee Assistance Program
Paid Parental Leave
Hybrid work environment
Representing a company with 4,000+ clients and a 99% retention rate
Accelerated title and salary growth potential
A fun and energetic work environment that makes you excited to go to work every day
Cleo Communications, LLC is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status or any other characteristic protected by law.
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