About the position
Job Summary: The Customer Success Manager (CSM) is a key advocate for customers, ensuring their satisfaction, retention, and overall success with the company's products or services. This role involves building strong relationships, understanding customer needs, and collaborating with internal teams to drive customer value and loyalty. The CSM is responsible for proactively identifying opportunities for growth, resolving issues, and fostering a positive customer experience.
Key Tasks:
- Customer satisfaction and adoption by users.
- Technical and functional support of allocated customer portfolio.
- Integration testing and approval of the publish.
- Ticket management process and quality.
- Customer commitments and define customer priorities for lead CSM.
- Training of end users.
- Identify customization needs with clients.
- Ensure optimal setup and data integration.
Core Responsibilities:
1.
Customer Onboarding:
- Lead the onboarding process for new customers, ensuring a smooth transition and aiding with product/service adoption.
- Develop and deliver training sessions to educate customers on product features and best practices.
- Relationship Building:
- Cultivate strong relationships with customers, acting as their primary point of contact.
- Conduct regular check-ins to assess customer satisfaction, gather feedback, and identify opportunities for improvement.
- Product Knowledge and Expertise:
- Stay informed about product updates and improvements.
- Provide customers with insights and recommendations on how to maximize the value of the product/service.
- Issue Resolution:
- Address customer concerns and issues promptly, collaborating with internal teams to find effective solutions.
- Escalate and prioritize critical issues to ensure timely resolution.
- Retention and Expansion:
- Develop and implement strategies to increase customer retention rates.
- Identify upsell and cross-sell opportunities based on customer needs and usage patterns.
- Customer Feedback and Advocacy:
- Gather customer feedback and insights to share with product development and marketing teams.
- Encourage satisfied customers to become advocates through testimonials, case studies, and referrals.
- Metrics and Reporting:
- Establish key performance indicators (KPIs) to measure and report on customer success metrics.
- Analyse data to identify trends, assess performance, and make data-driven recommendations.
- Customer Communication:
- Communicate product updates, news, and relevant information to customers.
- Proactively address potential challenges and provide guidance on overcoming obstacles.
Qualifications and Skills:
- Bachelor's degree in business, Marketing, or a related field. Relevant certifications (e.g., Customer Success Manager Certification) are a plus.
- Proven experience at least 2 years in customer success, account management, or a related role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict resolution abilities.
- Familiarity with customer relationship management (CRM) software and customer success platforms.
Personal Attributes:
- Customer-focused mindset with a commitment to delivering exceptional service.
- Proactive and self-motivated, with the ability to work independently and collaboratively.
- Analytical thinker with the ability to derive insights from data.
- Empathetic and understanding, capable of building rapport with diverse customer profiles.
Desired Skills:
- Logistics
- Supply Chain
- Industrial Engineering
- Customer Success Manager
About The Employer:
The Customer Success Manager (CSM) is a key advocate for customers, ensuring their satisfaction, retention, and overall success with the company's products or services. This role involves building strong relationships, understanding customer needs, and collaborating with internal teams to drive customer value and loyalty. The CSM is responsible for proactively identifying opportunities for growth, resolving issues, and fostering a positive customer experience.
