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Customer Success Manager

velvetech.com Logo

Velvetech

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Location:
United States

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

About us Velvetech is an international company, based in the US, with 20+ years of experience in software and hardware development for clients all around the world, especially for US clients. As an official Microsoft Gold Partner, our company is listed in the top 5 software development companies in Illinois, USA. US clients are leading trading and financial organizations, insurance companies, large healthcare associations, pharmaceutical and energy companies, equipment manufacturers, hi-tech startups, etc. Areas of expertise are consulting, development, implementation, and support of software solutions. We implement modern backend solutions that support microservices architecture with the following technologies: NET Core, Node.js, Java, SQL Server, PostgreSQL, MongoDB, Redis, RabbitMQ. For the web UI front-end development, we opt for React, or Angular, and for mobile development — Swift, Kotlin, Java. Most of the systems are designed for cloud infrastructures like AWS, Azure, GCP, and heavily rely on Docker, Kubernetes while modern CI/CD is made using GitLab CI or TeamCity. In September 2021, Velvetech LLC received the status of the official Training Provider of the International Institute of Business Analysis. This status gives us the right to conduct regular quality trainings for Business Analysts and anyone performing BA activities regardless their job title. Principles are based on Agile Methodology, Scrum and Kanban. Various projects coded in GitLab or GitHub are built with multiple coordinated teams, collaborating via Jira, Confluence, MS Teams, and Slack. Velvetech constantly follows the Tech trends and actively cooperates with startups in such breakthrough areas as Machine Learning, the Internet of Things, Blockchain, FPGA, and AI. Our team We are a friendly team of 170+ professionals where everyone is able to achieve high results and grows professionally not only due to their own knowledge and skills but also with the support of colleagues. Values that we highly appreciate are high performance, responsibility, respect, and loyalty. In order to have a highly motivated team, Velvetech invests in their people, additional education, certification, and others. You choose your career path and we are here to support you! People work together in harmony, encouraging each other to continuously learn, progress, and pursue perfection. Our employees enjoy working as we turn challenges into advantages to share success with each other. You have a chance to become a part of a friendly and professional team that creates robust software solutions to deliver maximum value to our international clients. You have a chance to become a part of a friendly and professional team that creates robust software solutions to deliver maximum value to our international clients. Start your journey today!

Job Responsibility:

  • Manage a portfolio of assigned clients and maintain clear and professional communication
  • Receive incoming client requests and clarify the context, needs, and expected outcomes
  • Determine whether a request can be resolved using existing product functionality, configuration, or processes
  • If a request cannot be resolved directly, coordinate further investigation or evaluation with relevant internal teams
  • Track the progress of client requests and ensure timely follow-ups
  • Answer client questions about product functionality, subscriptions, limitations, and operational matters
  • Escalate risks, issues, and client concerns when necessary
  • Ensure that commitments made to clients are tracked and delivered
  • Maintain transparency and a sense of ownership in all client interactions

Requirements:

  • Strong communication and client management skills
  • Ability to quickly understand client requests and identify the underlying needs
  • Experience working at the intersection of client, product, and delivery teams
  • Strong attention to detail, deadlines, and follow-ups
  • Ability to manage escalations and handle challenging situations calmly
  • Good understanding of how software products work and the ability to explain product capabilities in a clear way
  • Professional English (spoken and written)

Nice to have:

  • Experience in SaaS or telecom products
  • Background in Customer Success, Technical Account Management, Business Analysis, or Technical Support
  • Experience working with international clients
What we offer:
  • Velvetech is in the TOP 5 development companies in Illinois, USA
  • You have FLEXIBLE working conditions and a COOPERATIVE environment
  • Competitive salary
  • Many CHALLENGING and exciting projects with new opportunities and learning
  • GROWTH opportunities, skills and competencies improvement, and professional certification
  • In-company TRAINING (English, Software / DevOps / Project management / Design / Business)

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Job Link Share:

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