Customer Success Manager

Job Responsibilities

• Establishing a clear customer process by working closely with the sales and operations teams to make sure that solutions are meeting the needs of customers, existing and new.
• Developing a strategy that is focused on customer satisfaction and will also retain existing customers and help to attract new business and customers.
• Promoting the value the company service and be capable of upselling other services through customer experience and engagement.
• Engaging with customers to educate them about any new features or updates to features that are already existing and in operation
• Meet with key customers on a regular basis in order to provide support and identify potential for new business and upselling opportunities
• The creation of reports that measure customer satisfaction, overall engagement and other key metrics
• Review the customer journey on a regular basis to ensure that standards are kept high and you can recommend changes where they are needed.
• Maintain a high level of knowledge of the product so you can answer customer questions and suggest the best solutions and options
• Develop and maintain the necessary systems and procedures to ensure customer standards are met

Experience Required

• Bachelor’s degree or MSc
• Experience at exchanging and understanding key information from customers
• Customer Relationship management is essential for this role
• Previous experience is a Customer Success Manager role would be desirable
• Experience in assisting customers before, during and after onboarding to satisfy customer needs.
• Account Management experience with the ability to divide customers based on value and future prospects for account growth and success
• Experience coming from a SaaS background would be a benefit
• Sales and/or Business Development experience
• Experience with customer relationship management software and applications