Customer Success Manager

Job Overview

We are looking for a tech savvy “Customer Success Manager” who possesses a strong drive for results. Duties for the Customer Success Consultant 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. Customer Success Consultant 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 Consultant should engage with customers, maximize value, and create strategies to grow our customer base

Responsibilities for Customer Success Manager:

• Experience workinSeek to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
• Assist customers as needed with setting up and navigating programs or software associated with a product or service
• Establish clear retention goals and process milestones for the client and employees to work toward
• Assist in creating training courses and educational materials for other members of the department
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Sustain business growth and profitability by maximizing value through upsell
• Evaluate and improve tutorials and other communication infrastructure
• Aid in product design and product development

Qualifications for Customer Success Manager:

• Experience working with brand image and promoting value through customer experience
• 3-5 years of experience in customer service or customer success position strongly preferred
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate for the use of the product to service to be solid
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Excellent communication and interpersonal skill
• High computer literacy and ability to learn new software
• Experience utilizing CRM systems, and Microsoft office
• Willing to work in the night shift (US Shift Timings)