Assistant Customer Success Manager_ Fully Remote

Job Summary: We are seeking a smart and brilliant Assistant Customer Success Manager to join our dynamic team. The ideal candidate will have to be a quick learner, exceptional communication skills, and the ability to seamlessly interact with both internal teams and clients. The Assistant Customer Success Manager will play a critical role in ensuring our clients achieve their desired outcomes while maximizing the value they receive from our products and services.

Role & responsibilities

Client Onboarding and Training:

• Guide new clients through the onboarding process, ensuring a smooth transition.

Relationship Management:

• Build and maintain strong, long-lasting relationships with clients.
• Act as the primary point of contact for client inquiries, concerns, and feedback.
• Conduct regular check-ins and business reviews with clients to ensure their ongoing success and satisfaction.

Client Advocacy:

• Understand clients business goals and processes to tailor our solutions to their specific needs.
• Advocate for client needs within the company, ensuring their feedback is heard; and addressed.
• They need to go the extra mile.

Cross-Functional Collaboration:

• Collaborate with internal teams (e.g., sales, product, engineering) to ensure client needs are met.
• Provide insights and recommendations based on client feedback to help improve our services.

Solving and Issue Resolution:

• Proactively identify potential issues and work to resolve them before they impact the client.
• Address and resolve client issues in a timely and effective manner, ensuring client satisfaction.

Performance Monitoring and Reporting:

• Monitor client usage and performance metrics to ensure they are achieving their desired outcomes.
• Prepare and present reports on client success metrics and areas for improvement.

Team Involvement:

• Has to take full responsibility for all the people involved in a particular clients work.
• Is personally accountable for the quality of work produced by their team and ensuring that the client is more than satisfied with the work.
• Participate in the hiring process of the team that will work for the client.
• Ensure the right talent is selected to meet the clients needs and standards.

Training:

• Get trained on the client's process or software and subsequently train the team.
• Ensure that all team members are proficient in the clients processes and software.

Quick Grasp of Concepts:

• Understand and grasp all concepts quickly.
• Adapt to new information and changing situations with ease.
• They will need to remember all the processes of all the clients they are responsible for, so that they will be able to jump in and do the work if required.

Communication Skills:

• Understand and speak UK English fluently.
• Communicate effectively with clients and internal teams, ensuring clear and precise information exchange.

Preferred candidate profile

• MBA in any field
• Bachelors degree in Business, Marketing, or a related field.
• Proven experience in a customer success, account management, or similar role.
• Strong understanding of client processes and the ability to quickly learn and adapt to new processes.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong problem-solving skills and the ability to think strategically.
• Proficiency in customer success software and CRM tools.
• Exceptional organizational skills and attention to detail.
• Ability to manage multiple clients and projects simultaneously.
• Fluency in UK English.

Perks and benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to work with cutting-edge technology and innovative solutions.
• Make a significant impact on our clients' success and our company's growth.