Full-Time Customer Success Manager

Overview:

As a Customer Success Manager, you will play a pivotal role in ensuring customer satisfaction and retention. Your primary responsibility will be to build and maintain strong relationships with clients, understanding their needs, and ensuring they derive maximum value from our products or services. You will act as a trusted advisor, guiding customers through onboarding, training, and ongoing support processes to drive adoption and success.

Responsibilities:

• Develop and nurture relationships with assigned customers to understand their business objectives, challenges, and opportunities.
• Serve as the primary point of contact for customer inquiries, escalations, and issue resolution, ensuring timely and effective responses.
• Conduct onboarding sessions to new customers to facilitate product adoption and usage.
• Proactively engage with customers to assess satisfaction, identify needs, and uncover opportunities for additional products or services.
• Collaborate with sales teams to renew contracts, upsell, and expand customer accounts.
• Monitor customer health and usage data, identifying potential risks and implementing strategies to mitigate churn.
• Advocate for customers internally, providing feedback to product development and support teams to drive product improvements and enhancements.
• Develop and maintain a deep understanding of our products, industry trends, and best practices to effectively advise and support customers.
• Track and report on key metrics, including customer satisfaction, retention, and expansion opportunities.

Qualifications:

• Bachelor’s degree in computer science or a relevant technical field.
• Proven experience in a customer-facing role, preferably in customer success, account management, or sales.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers.
• Strong problem-solving abilities, with a proactive and solution-oriented mindset.
• Ability to manage multiple priorities and thrive in a fast-paced environment.

Additional desirable skills:

• Self-starter who can work both independently as well as within a team.
• Aptitude for quickly learning new applications and technology.
• Experience working with CRM software (e.g., Salesforce) and customer success platforms is preferred.
• SaaS industry experience Knowledge of the IT Service Management industry is a plus

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