Mamava is a women-owned, certified B Corporation that is headquartered in Burlington, VT with a manufacturing location in Springfield, VT. Empathetic to today’s culture of breastfeeding, we help women meet their breastfeeding goals by providing places to pump or breastfeed, a mobile app, and a network of community support, and valuable content.

Mamava Manufacturing produces the company’s product line of Lactation Pods which are packaged for assembly at the customer’s location. Industries served include Military + Government, Healthcare, Education, Office Spaces, Public Venues, Manufacturing and Distribution facilities.

Position Summary 

The Customer Success Manager reports to the Vice President of Enterprise & Sales Operations and works with Account Executives to improve efficiencies in the pre-sale process and facilitate swift product delivery while optimizing any missed sales opportunities during the customer onboarding process. The Sales Consultant must be willing to be flexible in their daily routine and have a strong desire to support the sales area of the business to ensure our customers write rave reviews and recommendations, or come back to purchase more.

This is a salaried full time position with competitive compensation and benefits that include medical, dental, vision, retirement plan and paid time off plus over ten days of holiday time off.

Responsibilities: 

• Manages and maintains customer contact information in HubSpot

• Supports Account Executives with Sales Orders/Proposals/HubSpot data entry/Vendor Paperwork/Certificates of Insurance as needed

• Validation of HubSpot deal accuracy prior to close of sale

• Collects Shipping and Installation information needed for order processing (SOQ)

• Executes the client onboarding process for all levels of customers and identifies and executes on upsell opportunities

• Partners with order fulfillment to ensure on track and timely delivery of the order(s)

• Manages Built to Order and customer graphics process on applicable orders

• Customer follow up post delivery/installation to confirm exact pod location(s) and overall satisfaction and new sales opportunities

• Works with the Service Manager to troubleshoot and resolve service issues as needed

• Delivers Pod Usage reports to customers on agreed to cadence and collaborates with AE on new pod placement opportunities based on usage / wayfinding

• Manages website chat tool and interactions

• Tracking, analyzing, reporting and supporting customers to resolve maintenance challenges (Monthly maintenance reports)

• Keeps records of customer interactions within CRM

• Meets key performance indicators

• Follow Mamava communication procedures, guidelines and policies

• Potential support of Enterprise Account custom processes

Qualifications: 

• 5+ years of experience in Customer Service, Project Management or related management roles working cross-functionally.

• Proven knowledge, expertise, passion for organization and process improvement

• Excellent communication skills – verbal and written

• Problem solver with the ability to anticipate and mitigate risk

• Self-motivated and proactive with demonstrated creative and critical thinking capabilities

• Working knowledge of Microsoft Office (Word, Excel, PowerPoint), CRM Management Tools (HubSpot), Mac Programs, and Adobe

• BS/BA in relevant field