Roles & Responsibilities
JD :
Job Title : Customer Success Manager (CSM)
Job Description :
The Customer Success Manager (CSM) is the focal point for building and maintaining relationship with our clients. CSM’s key focus is to identifies the client’s needs and work closely with various team to ensure the services. Track all opportunities to better serve our clients and deliver better services.
Customer focused – Manage customer expectations and Build strong partnership :
- Act as a focal point for all related queries and issues faced by the client and their end-users.
- Be passionate about customer satisfaction and experience and continuous service delivery improvements with Center of Excellence team.
- Work with customers to ensure they are leveraging services effectively and finding value in our services
- Assessing customer feedback and improving procedures accordingly to ensure that great customer service is always provided
Communication and Stakeholder engagement
Possess strong interpersonal skills, which enables them to communicate with customer and team, give clear instructions and provide great customer serviceEnsure that effective communication is provided to the customer (including monthly or weekly service delivery reports) with the agreed timeframesManage multiple stakeholders. Work closely with sales, support, billing and other technical teamsEnsure that regular reviews of the services provided (Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)) are conducted to maintain alignment between the services and the expectations of the customerReview with support team to ensure that all support tasks and deliverables meet quality and service levelsLiaise with third party vendors, customer technical teams and other interfacing application team leaders to ensure smooth Business as Usual (BAU) support operationsNotify / escalate critical issues or variations to senior managersTeamwork and Collaboration
Collaborate, problem solving, and / or strategize upcoming client meetings with various team membersCollaborate with internal stakeholders to establish relationship across all departmentsDevelop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processesPlanning / Tracking operational activities and service upselling
Ensure contractual meetings are done in time and open actions are follow-up and closed in timeEstablish Annual plans driving the improvement taking lessons from previous year, review with the senior managerWork with Senior managers and sales team to maintain and increase revenue by upselling the services.Requirements
2-3 years as a Service Delivery / Customer Success Executive or ManagerGood customer management experienceExcellent written, oral and presentation skillsCertification in IT Service Management and / or ITIL (v4 or above)Tell employers what skills you have
Account Management
Upselling
IT Service Management
Assessing
Interpersonal Skills
Problem Solving
Customer Success
Service Level
FOCAL
Stakeholder Engagement
Customer Management
Presentation Skills
Customer Satisfaction
ITIL
Customer Service
Service Delivery