Customer Success Manager

A customer success manager is responsible for developing customer relationships that promote retention and loyalty. Building and maintaining strong relationships with the customers and its employees implementing and supporting customer solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Build Strong Customer Relationships:

Cultivate enduring relationships with customers through regular communication and personalized interactions.

Resolve issues promptly by offering tailored solutions aligned with individual customer needs.

Conduct Regular Customer Success Reporting:

Perform monthly and annual customer success reviews to proactively address issues and ensure alignment with customer objectives.

Risk Management and Retention Strategies:

Evaluate risk factors for each customer and implement preemptive measures to prevent dissatisfaction or attrition, optimizing customer and employee retention throughout the lifecycle.

Identify and Prioritize Service Enhancements:

Identify and prioritize service updates based on customer feedback, market trends, and competitive analysis.

Communicate findings and recommendations to key stakeholders within the organization.

Serve as the liaison between customers and internal departments (e.g., Human Resources & Recruitment, Facilities, Finance) to relay customer feedback and insights effectively.

Customer Onboarding Leadership:

Assist and coordinate the customer onboarding process to ensure seamless transitions and positive initial experiences.

Proactive Management of Customer Success Activities:

Manage and coordinate all customer success initiatives and activities to ensure consistent delivery of exceptional service and drive ongoing enhancements to the customer experience through feedback-driven improvements and best practices.

Business Development and Expansion:

Identify and capitalize on new business opportunities within existing customer accounts.

Collaborate with HR to identify potential customer expansion opportunities through employee referrals or workforce planning initiatives.

Employee Engagement and Relations:

Promote employee engagement by fostering a customer-centric culture within the organization.

Collaborate with Human Resources to align customer success strategies with employee engagement and talent management initiatives, ensuring that employee engagement programs support and enhance customer success goals and objectives.

Facilitate employee relations by addressing any internal challenges or concerns that may impact customer satisfaction or retention.

Requirements

Knowledge of customer service practices

Technical aptitude and ability to learn software programs quickly

Experience with CRM (Customer Relationship Management)

Excellent verbal and written communication skills

Strong interpersonal skills

Ability to build rapport within the organization and customers.

Benefits

HMO on day 1 (With add dependents upon regularization)