Job Description

We are hiring a Customer Success Manager to take on the challenge of helping organizations get the most out of our solutions.

The Customer Success Manager provides customer lifecycle focus from deployment through usage, adoption and continued usage – with the goal of driving use of products and services deeply into a customer’s business. The customer success manager aims to maximize customer’s success and to enlarge the product portfolio by up- and cross- sell.

Tasks and Responsibilities:

● Build meaningful relationships with our customers to provide a world class customer experience throughout the entire customer journey, from implementation and onboarding, to renewal and growth. You will drive customer success and usage through the successful use of products and services

● Ensure customers are renewing and expanding their business relationship with the company annually

● Challenge and change the way a customer views both their business and the business value of the company, work with the customer on the company’s image for their business

● Maintain rapid channel of communication to customer on service-related issues and events

● Act as Voice of the Customer and provide feedback to Product Development & Engineering, Sales and Marketing teams on product, service and operations issues to ensure a constantly improving customer experience

● Be a product expert, so have in-depth knowledge of products and services and the customer application, be technically savvy and resourceful, and use this in advising the customer accordingly

● Work closely with the Operations Team

● Build customer loyalty and reference ability

● Develop a clear view of the customer lifecycle, mapping out the customer movements and touch-points throughout that journey. Monitor progress across accounts, leveraging data and KPIs to drive insights and take actions.

Qualifications

Bachelor’s degree or equivalent experience

Experience in customer success

Strong written and verbal communication skills

Detail oriented and analytical

Demonstrated ability to increase customer satisfaction

Tagged as: Office