| Job Location | Oman |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | IT Services |
| Functional Area | Not Mentioned |
& Role:The Customer Success Manager?s (CSM) is a customer-centric individual with a technical aptitude.The CSM?s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.The CSM will work in the Service Delivery & PMO departement ? under the Service Excellence and Quality division.Ultimately, the CSM will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with the company. The CSM will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.The CSM is expected to work closely with the internal team such as Sales, Pre-Sales, Support, TPM and Service Delivery teams for add-on business and process improvements.CSM will interact and support all departments within the company & externally with Customers, Vendors/Partners, Regulators and other Governmental entitiesKey Responsibilities:? Establish clear client retention goals? Process milestones for the clients and employees to work toward? Assist customers with setting up and navigating programs or software? Promote the value of the product? Upsell services and products with the brand image? Promote value through customer experience? Assist in creating training courses and educational materials? Review customer complaints and concerns and seek to improve the customer experience? Proactively take corrective actions in a timely manner and make strategic recommendations to help customers be more successful. Raise technical issues to product support, engineering, and engaging leadership when needed.? Self-identifies opportunities for improvement within the customer base and internally. Come up with creative solutions to problems beyond provided playbooks and takes the initiative to make change.? Exhibits a professional presence to coach engineering leaders (customer and internal) yet has humility to optimally connect with peers.? Co-creates and facilitates business review meetings, enablement sessions, demos, and other strategic interactions to ensure seamless renewal with the account team.? Oversee the incident management process and team members involved in resolving the incident.? Respond to a reported service incident, identifying the cause, and initiate the incident management process.? Prioritize incidents according to their urgency and influence on the business.? Log all incidents and their resolution to see if there are recurring malfunctions.? Investigate customer service related complaints to ensure they are resolved within the agreed deadlines, and take action to resolve customer problems before they escalate.
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