Who We Are

12twenty is an Ed-Tech company based in Santa Monica that’s changing the way university career centers, students, and employers approach recruiting. 

Through its suite of SaaS web apps, which include job postings, events, appointments, CRM and custom reporting tools - 12twenty is best in class in providing universities with a platform to better connect students, alumni, and employers.

You’ll be joining a team of passionate, talented, and diverse hard workers who share a common goal and an unbreakable commitment to tackling it.  We are focused on building the tools we wish we had when we were searching for jobs and we are proud to have a product that we 100% believe in. We love this company, and are all personally invested in its success; not only for us, but even more so for the customers we serve.  Sound good? If so, we really want to meet you!

The Role

As a Customer Support Manager (CSM), you will provide onboarding, training and support for the accounts in your portfolio, and also act as the liaison between your accounts and internal 12twenty teams. You will be expected to become a product expert, and we will be with you every step of the way to help train and support your growth.

Your Specific Responsibilities

• Manage a portfolio of 50-60 accounts (25-30 during your first 6 months)
• Onboard new accounts
• Provide training for new and existing accounts as needed
• Provide support for your accounts, alongside the support team

Who We Are Looking For

Our ideal candidate must be comfortable with (and excited about) working in a close-knit startup environment in a remote world. You must understand the importance of building and cultivating client relationships. You should be detail oriented, analytical and proactive, so that you quickly understand what clients are looking for and how best to meet their needs. You will be working for a fast-growing, fast-moving company, and we will expect you to keep up. If you are talented and driven, we want to talk to you.

Specific Skills & Qualifications

• Bachelor’s degree
• 2+ years of experience in professional services, customer success, or customer support roles (B2B SaaS is a plus)
• Technical skillset/working knowledge of software, networks, APIs 
• Strong analytical, organizational, and communications skills (both oral and written)
• Ability to work independently and proactively with minimal direction
• Passionate about ensuring our clients’ success in using 12twenty's product suite to meet key objectives, as well as professional and timely handling of issue escalations
• Highly motivated self-starter who is passionate about the success of others

Our Ideal Candidate Has One or More of the Following Skills/Experience

• Project management
• Salesforce, Freshdesk or other Customer Support tools
• Testing APIs using Postman
• Advanced Excel Skills
• SQL
• Employment in higher education

Sound good? Great. Get in touch with us so we can get the process started. We're looking forward to meeting you and having you meet the team!