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Customer Success Manager

Customer Success Manager

Links Technology SolutionsCarmel, IN, US
1 day ago
Job type
  • Full-time
Job description

Job Description

Customer Success Manager :

We’re seeking a dynamic customer success manager to join our client's team.

You will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients / customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills.

Objectives of the Customer Success Manager :

  • Managing and growing relationships with key customers, acting as their primary customer success point of contact.
  • Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.
  • Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
  • Gathering customer feedback and communicating product improvement suggestions to the development team.
  • Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
  • Developing and executing customer success strategies that drive product adoption and maximize customer value.
  • Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.
  • Advocating for the customer within the organization to ensure their needs are prioritized.

Responsibilities of the Customer Success Manager :

  • Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
  • Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
  • Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services.
  • Oversee the customer lifecycle management and identify areas for optimisation.
  • Conduct customer onboarding sessions to ensure successful product adoption.
  • Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.
  • Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
  • Assist in the development of customer success playbooks and resources.
  • Serve as the liaison between customers and internal teams, such as product development, sales, and support.
  • Manage customer escalations and ensure issues are resolved quickly and effectively.

    • Qualifications of the Customer Success Manager :

  • Bachelor’s degree in Business, Marketing, Communications, or a related field.
  • 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
  • Experience in managing customer success programs, customer retention, and upselling strategies.
  • Ability to analyse customer data and usage trends to identify areas of improvement.
  • Understanding of product management and its impact on customer experience.
  • Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
  • Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
  • Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
  • Familiarity with CRM tools, customer success platforms, and analytics software.
  • Solid negotiation skills to handle complex customer accounts.
  • Salary range : $50,000 - $80,000
  • Onsite role in : Carmel, IN
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    Customer Manager • Carmel, IN, US

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