Purpose of the job

As a Customer Success Manager, you will be responsible for fostering positive relationships with our customers and ensuring their success with our product/service. You will serve as one of the primary point of contacts for customers and work closely with them to understand their business objectives, provide guidance, and drive adoption and utilization of our product/service as set out in the contract. The role will be to deliver on the agreed contract and execute the Operational delivery that will require monitoring and reporting on the SLA, MI reporting on a number of topics and leading the review management directly to the allocated customers face to face.

Main Mission & Expected Results

• Build strong, long-term relationships with customers by understanding their needs, goals, and challenges.
• Act as the main point of contact for customer inquiries, issues, and escalations, and ensure prompt and satisfactory resolutions.
• Ensuring a coordinated and appropriate level of service is provided to all our clients, including management against SLA.
• Collaborate with cross-functional teams, such as sales, product, and support, to drive customer success and satisfaction.
• Proactively monitor customer health and engagement, identify opportunities for upselling or cross-selling, and drive expansion within existing accounts.
• Conduct regular business reviews with customers to assess their progress, gather feedback, and identify areas for improvement. Production of monthly service report. Will have input and receive information from all service units
• Act as a customer advocate internally, representing customer needs and requirements to inform product and service enhancements and roadmap planning.
• Stay up-to-date with industry trends, best practices, and competitor offerings to provide customers with valuable insights and recommendations.
• Provide proactive communication to customers in a timely manner, setting and managing expectations and following through actions to completion.
• Work closely with other departments to ensure that SLAs are met.
• Support and maintain a strategic Account Plan working, as appropriate, with the KAM and Business Development Subject Matter Experts
• Prepare, drive and be accountable for the formulation, coherence and content of all propositions and Offer Reviews including adherence to DOA’s
• Comply with the use and integration of company standard tools and process
• Provide regular reports on Portfolio progress and client satisfaction

Profile & qualifications

Core skills

• Proven experience in a customer-facing role, such as customer success, account management, or sales.
• Strong communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Excellent problem-solving and analytical abilities to understand customer needs and develop effective solutions.
• Ability to manage multiple customer accounts simultaneously, prioritize tasks, and meet deadlines.
• Familiarity with CRM software and customer success platforms is a plus.
• Knowledge of the industry or domain relevant to the product/service is advantageous.
• Customer empathy & relationship mindset
• Customer facing experience essential .
• Persuasive communicator, able to articulate a vision that resonates with the client and demonstrates value
• Adept at building strategic account plans that drive long term objectives
• Good communication skills
• Team oriented and collaborative
• Intellectually curious, energetic, and innovative.
• Strong Salesforce.com, Excel and PowerPoint skills
  

Deep understanding of our environment, products and services

• Understanding of business and offers
• Understanding of operations
• Good technical aptitude
• Understanding of operations
• Good internal network