Customer Success Manager

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Customer Success Manager Requirements:

MBA in Sales/ Degree in Sales or related field

• Minimum 2+ years of experience.

• Marketing Management Degree

• Highly organized and able to multi-task.

• Self-driven and proactive nature.

• Excellent communication and interpersonal skills.

• Demonstrate leadership qualities.

• High computer literacy and ability to learn new software.

• Knowledge of customer success processes.

• Experience in document creation.

• Patient and active listener.

• Passion for service.

• Must have experience in information technology service industry

• must have experience for US/ Europe region

Customer Success Manager Responsibilities:

• Respond to customer inquiries and complaints through various channels, such as phone, email, chat, and CRM.

• Identify and troubleshoot technical issues with products or services.

• Provide accurate and timely information to customers regarding product features, pricing, and policies.

• Follow up with customers to ensure that their issues have been resolved to their satisfaction.

• Document customer interactions and maintain accurate records of customer inquiries and complaints.

• Collaborate with other departments within the company to address customer issues.

• Continuously improve customer support processes and procedures to enhance the customer experience.

• Keep up-to-date with product and service knowledge to effectively support customers.

• Develop and manage client portfolios.

• Sustain business growth and profitability by maximizing value.

• Analyse customer data to improve customer experience.

• Hold product demonstrations for customers.

• Open to handling onboarding processes.

• Evaluate and improve tutorials and other communication infrastructure.

• Mediate between clients and the organization.

• Handle Cross-selling and product/feature adoption.

• Handle and resolve customer requests and complaints.

• Minimize customer churn.

• Must have proven track record of achieving CSM KPIs/metrics.

What you may have:

• Pride in your ability to connect with a wide range of people and love working with customers of all skill levels and personality types.

• Excitement about finding new and complex problems to solve.

• Patience, compassion and understanding.

• Curiosity to strive to continuously improve and learn.

• Ability to thrive at multitasking and prioritizing in a fast-paced environment.

• Tech-savviness and excitement to dive into learning new platforms.

• Self-driven attitude and willing to take initiative to grow your skills.

• Fun, outgoing, and engaging personality - and love to work as a cohesive team.

Important bonus points if you:

• Have customer focus at your core and are eager to make a career out of helping clients be successful.

• Have experience working with API.

• Are familiar with Zendesk or similar CRM software.

• Are open to working evening and night shifts.

• Knowledge of Hubspot or other CRMs.