[Remote] Customer Success Manager at Rockbot

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Biotechnology, MediaIndustries

Requirements

Experience managing multi-location or franchisee accounts for large brands
Strong organizational and proven project management skills
Excellent communication skills, able to interact with executives, operators, and internal teams
Ability to conduct training sessions and educate clients on software solutions
Comfortable with managing support tickets alongside tech support teams, ensuring resolution of operational escalations
Ability to coordinate cross-functionally to ensure customer needs are met
Detail-oriented, proactive, and able to balance multiple tasks and accounts effectively
Experience with customer success management, preferably in a software or technology company
Strong problem-solving and analytical skills
Ability to work in a fast-paced environment and prioritize multiple tasks and projects

Responsibilities

Manage a portfolio of franchisee relationships of one of Rockbot's strategic customers
Drive adoption and platform usage across franchisees by delivering training sessions, facilitating product dashboard education, and supporting group learning opportunities
Lead regular cadence calls with customers to align on usage, answer questions, share updates, and provide best practices to support growth
Act as the first line of escalation for franchisee communications, managing tickets and collaborating with internal teams to ensure timely and effective resolutions
Support ongoing operational and administrative needs, including creating order forms, tracking opportunities, and managing cross-organizational projects
Collaborate closely with internal teams (Sales, Product, Support) to communicate franchisee feedback, align on customer needs, and drive initiatives forward
Monitor franchisee account activity and engagement data to proactively identify where additional training, resources, or support is needed
Partner with the Strategic CSM by providing operational support and insights that strengthen ongoing corporate and executive relationships
Work directly with the Strategic CSM for customer Business Reviews (EBR / QBR), brand escalation calls, cross-functional projects, and external brand-level projects
Provide customer feedback and insights to inform business decisions and drive growth

Skills

Customer Relationship Management

Customer Onboarding

Training

Communication

Problem-solving

Account Management

Rockbot

Audio and visual solutions for businesses

About Rockbot

Rockbot enhances customer experiences through audio and visual solutions, focusing on digital signage and audio management. The company provides services like music streaming, audio messaging, video management, and digital signage to a variety of clients, including small businesses and large enterprises. Rockbot's platform integrates with existing audio-visual systems, allowing businesses to customize the media played in their venues. Clients pay a subscription fee for access to these features, and Rockbot also offers advertising solutions for targeted outreach. A key feature is the Rockbot Media Player, which connects easily to A/V systems and the internet, ensuring a long-lasting setup. The platform encourages user interaction through the Rockbot App, enabling customers to vote for songs and sync with Spotify. Rockbot aims to transform how businesses manage their media, improving customer engagement and satisfaction.

Oakland, CaliforniaHeadquarters

2009Year Founded

$5MTotal Funding

SERIES_ACompany Stage

Consumer Software, EntertainmentIndustries

51-200Employees

Benefits

Company Equity

Risks

Integration challenges from Nerdy Bunny acquisition may disrupt operations.

Partnership with Clear Channel exposes Rockbot to airport media competition.

Subscription model may be vulnerable during economic downturns.

Differentiation

Rockbot offers a single-platform solution for music, TV, and digital signage.

The Rockbot Media Player integrates seamlessly with existing A/V systems.

Rockbot's platform supports user interaction through the Rockbot App and Spotify integration.

Upsides

Acquisition of Nerdy Bunny enhances Rockbot's experiential retail capabilities.

Partnership with Clear Channel Outdoor expands Rockbot's presence in airports.

Growing demand for contactless digital signage boosts Rockbot's market potential.

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