Customer Success Manager

Key Responsibilities:

1. Customer Relationship Management:

• Act as the primary point of contact for assigned customers.
• Build and maintain strong relationships to understand customer needs and expectations.
• Conduct regular check-ins and performance reviews with clients.

2. Application Support Oversight:

• Collaborate with support teams to ensure timely resolution of customer issues.
• Monitor ticket progress and escalate unresolved issues when necessary.
• Review and communicate updates on application changes, patches, or releases to customers.

3. Onboarding and Training:

• Assist customers with onboarding processes for new applications.
• Conduct training sessions to help users maximize the value of applications.

4. Performance Monitoring and Reporting:

• Analyze customer usage data to identify trends, issues, and areas for improvement.
• Prepare and present reports on support metrics, satisfaction scores, and overall performance.

5. Customer Advocacy:

• Advocate for customer needs and priorities within the organization.
• Gather feedback to influence product and service improvements.

6. Retention and Upselling:

• Develop strategies to improve customer retention.
• Identify opportunities for upselling or cross-selling additional services or features.

Key Skills and Qualifications:

1. Education:

• Bachelor's degree in IT, Computer Science, Business, or a related field.

2. Experience:

• 5-8 years of experience in customer success, application support, or a related role.
• Experience with ITIL frameworks and ticketing systems preferred.

3. Technical Skills:

• Understanding of software applications and troubleshooting processes.
• Familiarity with IT infrastructure, SaaS platforms, and enterprise applications.

4. Tools Knowledge:

• Experience with tools like Zoho service desk, ServiceNow, Jira, Zendesk, or similar ticketing systems.