Windowmaker Software - Lead - Client Success (10-12 yrs)

About Us:

Windowmaker Software Limited is a highly esteemed software company in the window and door industry.

With over 40 years of experience, we have built a reputation for crafting innovative, industry-leading solutions trusted by customers worldwide.

Our expertise and commitment to excellence have established us as a trusted name in the industry.

Job Purpose:

As a Client Success Lead, you will be responsible for managing customer projects and providing exceptional service to our customers.

You will oversee the coordination of internal teams to complete projects within a specified timeframe and ensure customer satisfaction.

In addition, you will be responsible for providing technical support, training, and problem resolution for our customers.

Responsibilities:

- Manage customer projects, completing the Discovery phase and coordinating with customers and internal teams.

- Provide customer service, resolving escalated cases and ensuring timely solutions.

- Log activities and ensure services are paid for.

- Plan and deliver trainings for customers, acclimatizing them with Windowmaker.

- Provide regular reports to management.

- Oversee the Client Success and Data team.

Key Tasks:

- Communicate with clients, reduce turnaround time, and assign work to resources.

- Prepare productivity reports and schedule resources for service requests.

- Improve processes and provide effective support to customers.

- Ensure regular customer training on latest releases.

- Provide technical support to sales staff and help with technical demos.

- Develop reports to improve efficiency and quality of deliverables.

- Identify training needs and schedule sessions.

- Oversee operational duties of the customer service team.

- Maintain records or tickets of all interactions with customers.

- Train new employees.

- Maintain customer satisfaction by providing problems-solving resources.

- Research and implement new ways to improve the customer experience.

- Implement best practices in customer service management.

- Contributes customer service information and recommendations to strategic plans and reviews.

Experience and Skills:

- Experience : 10-12 years.

- IT background.

- Excellent communication skills in English.

- Analytical and technical mindset.

Benefits of joining us:

- Health Insurance.

- 5-Day Working Week (Monday to Friday).

- 7 Paid Sick Leaves per calendar year.

- 7 Paid Casual Leaves per calendar year.

- 18 Annual Leaves.

- Professional development opportunities.

- Flexible working hours.

- Welcoming and friendly office culture.

- Frequent festivities and office parties.