Roles and Responsibilities:
- The Customer Success Manager (CSM) will focus on establishing and maintaining positive client relationships from an operational and strategic perspective.
- The incumbent will utilize client relationship management skills to maintain and renew exiting contracts, as well as to obtain additional revenue within the assigned account workload.
- Develop and manage client portfolios.
- Establish clear retention goals and process milestones for the client and employees to work toward
- Assist customers as needed with setting up and navigating programs or software associated with a product or service
- Sustain business growth and profitability by maximizing value.
- Analyze customer data to improve customer experience.
- Hold product demonstrations for customers. Assist in creating training courses and educational materials for other members of the department.
- Improve onboarding processes.
- Evaluate and improve communication infrastructure.
- Mediate between clients and the organization.
- Handle and resolve customer requests and complaints.
- Aid in product design and product development.
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
- Develop and document high-level strategies for accomplishing specific project objectives
Desired Candidate Profile:
- Excellent written and verbal communication skills
- Great analytical, critical thinking, and problem-solving abilities
- Superior presentation and negotiation skills proven management and organizational skills
- Strong adaptability and capacity to work in fast-paced environments
- In-depth understanding of organizational data flow and its use in the management decision-making Customer-centric approach to developing new product features
- Experience in analyzing data to draw business-relevant conclusions and in data visualization techniques and tools
- Highly organized and able to multi-task.
- Self-driven and proactive nature.
- Advanced computer skills on MS Office