11 mar
SupportNinja
Puerto Colombia
Work Schedule: 8:00 AM - 5:00 PM EST, Monday-Friday Work Set Up: Remote Type of Contract: Full Time Job Summary: The Customer Success Manager (CSM) will be responsible for serving as the primary point of contact for customers, ensuring they achieve their desired outcomes and maximize the value of the products or services offered. The CSM will build long-term, trusted relationships with customers by understanding their needs, delivering tailored solutions, and driving adoption and satisfaction.
This role combines account management, support, and strategic consulting to ensure customer success and retention.
What does a day in the life of a Customer Success Manager look like? Assist new customers in effectively onboarding and provide training to their staff on how to use client tools and technology Ensure that clients achieve their objectives by guiding them through the customer journey process Provide valuable insights to customers by pulling reports, analyzing data, and helping them understand the significance and impact of this data on their objectives Develop and nurture customers into advocates who are enthusiastic about our products.
Conduct annual reviews and manage account renewals Be a primary point of contact for clients throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal Assist new customers in effectively onboarding and providing training to the customer on the platform and establish clear client retention goals with each customer Promote customer satisfaction and loyalty by demonstrating an understanding of their business needs and helping them achieve their objectives using effective solutions Ensure customers are supported to achieve the organization’s objectives throughout their customer journey Provide valuable insights to customers by reviewing reports, analyzing data, and helping customers understand the impacts and relevance of the data to the organization’s goals Develop and nurture strong partnerships with customers Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes A large focus of this role will be to retain and grow their assigned book of business Assist and resolve escalated support tickets and emails and always seek to improve customer experience Adhere to company policies and procedures Meet or exceed performance targets for related KPIs Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules Collaborate with other departments as needed Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times Perform other duties as assigned What are the required qualifications of a Customer Success Manager? 2 years experience in a customer success or account management role Exceptional ability to communicate and foster positive business relationships Previous customer service experience and/or Previous Account Management Experience/ Sales experience Strong communication skills, both verbal and written Strong attention to detail, critical thinking and problem-solving skills Core Competencies:
Customer Focus Critical Thinking Problem-solving Inquiry Research/Response Patient and Empathetic Attitude Teamwork Results Driven Detail-oriented Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and Sales Industries Outsourcing and Offshoring Consulting, IT Services and IT Consulting, and Business Consulting and Services #J-18808-Ljbffr
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