We are looking for a technically savvy customer success manager who possesses a strong drive for results. The duties of the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding clients, and minimizing churn. You should also be able to handle customer complaints and requests. Successful candidates must be social, and analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers and maximize value.

Roles and Responsibilities:

Develop and manage client relationships.
Develop and manage relationships with the project team/internal team.
Analyze customer data to improve customer experience.
Act as a liaison between the customer and the delivery team
Identify, troubleshoot and proactively solve customer problems
Create positive relationships with customers to turn them into brand advocates
Responsible for growing customer accounts by identifying new opportunities in existing accounts.
Meet with customers on a regular basis
Manage billing disputes and upgrade/downgrade requests
Provide feedback to the Delivery team on how customers' challenges
Ensure all contractual obligations are kept up to date, including payment terms.
Minimize customer churn.

Requirements:

Highly organized and able to multitask.
Self-driven and proactive nature.
Excellent communication and interpersonal skills.
Demonstrate leadership qualities.
Ability to identify and manage risks
Deep understanding of technology.
Knowledge of customer success processes.
Experience in document creation.
Patient and active listener.
Passion for service.