Customer Success Manager  

We are looking for a client advocate. You will be responsible for developing customer relationships that promote retention and loyalty. You will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Responsibilities:

• Liaise between customers, business executives, and technical subject matter experts to ensure consistent communications and quality service delivery
• Advocate client service requirements by using an “outside in” perspective
• Develop and create an environment of exceptional customer service by utilizing industry best practices
• Ensure absolute quality standards of technical & business service
• Create, maintain and provide metrics to monitor and measure client service levels
• Participate in internal & customer-facing conference calls, demonstrations, and presentations
• Create policies and procedures that optimize the customer experience
• Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices
• Understand the company’s products/services
• Help customers plan and understand the best ways to utilize their products/services based on the customer’s business needs or business plans
• Implementing Service Improvement Plans
• Coordinating cross-team engagements
• Track project against budgets and ensure successful delivery
• Tracking of executive deliverables for high profile clients
• Be a critical thinker and apply systematic fixes where/when needed

• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
• Experience with Jira, Sugar a plus
• Knowledge of customer service practices
• Knowledge of technologies such as, IT networking, call centers and other internet technologies
• Experience with Customer Relationship Management software such as, Sugar, Salesforce.
• Bachelor’s degree in computer science or a related field