Customer Success Manager

Job Description

As a customer success manager, you will aid our clients in taking full advantage of our products byonboarding and training them. You should also be able to provide insights on client-to-businessinteractions, improve customer experience through product support, and handle customer complaintsand requests.You will help drive sales by influencing product upgrades, managing, and sustaining relationships withcustomers to promote retention and loyalty and minimizing churn.Responsibilities:

• Become an expert in utilizing our products and educate customers on the use and benefits of our features.
• Onboard and train new customers on our products ensuring strong adoption and ongoing engagement throughout the customer?s lifetime.
• Meet weekly with customers and understand their processes. Build strong, long-term relationships with customers by staying in constant communication. Every customer should be met at least once every quarter.
• On a weekly basis, analyze customer utilization reports to identify customers demonstrating lack or ineffective utilization. Accordingly, prioritize those customers for product re-engagement training or education.
• On a weekly basis, analyze customer health metrics such as submitted NPS scores and consult with responsible technical account managers and relationship team, to design and action customer feedback, resolve issues or capture testimonials.
• Identify and forecast risks as well as upsell and cross-sell opportunities and collaborate with sales and technical account managers to successfully close such opportunities.
• Liaise with technical support, technical account managers, company tribes, and other areas of the business to provide insight and relay the voice of the customer to ensure customer satisfaction.
• Direct customer requests and feedback to our centralized issue tracking systems whenever needed.
• Effectively classify and prioritize customer requests and validate issues by asking clarifying questions, as well as understanding the use cases to guide customers to alternate solutions when possible.
• Keep & maintain records of customers? data in internal systems up to date. Notify data store owners when changes occur on customer standing
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Work with all parties to achieve & exceed target KPIs including but not limited to renewal %, upsell %, monthly active usage, and NPS

• Bachelors degree in business, Information Technology, or relevant domain.
• Experience in a customer-facing role, such as customer success, customer support, account management, or implementation; preferably within the SaaS industry.
• Understanding of SaaS products and ATS systems with a desire to deeply understand our products? benefits, use cases, and technical elements.
• Possess strong phone, written, and verbal communication skills with excellent presentation skills and meeting facilitation. Fluent English language skills.
• Confident, high energy, self-motivated, and a true team player.
• Well-organized, with high attention to detail and the ability to prioritize.
• Proactive, persuasive, creative, and has a genuine curiosity in their clients business.

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