About this role
Job Title
Manager - Customer Success
Job Scope
The Manager - Customer Success is accountable for working closely with customers during all stages of engagement, from sales to solution and service deployment. S/He identifies customers’ needs, ensures successful onboarding/retention and provides service excellence and timely complaint management.
Main Duties and Responsibilities
Technical and Operations
- Understand customers’ business goals, align with the company functionality and strategy and lead on a strategic technology solution roadmap;
- Manage the customer adoption lifecycle and raise customer risks/blockers, where appropriate;
- Coordinate with peers in support, engineering, consulting to address customer issues and leverage the post sales customer experience;
- Build and iterate on a customer success framework to provide measurable business and technical value to customers;
- Provide insight from customer data to internal stakeholders for appropriate actions and decisions;
- Understand customers at-risk and gaps that can hinder overall implementation, rollout and/or adoption of the solution;
- Manage the ongoing post sales experience with priority customers, managing both the IT line of business and key customer stakeholders;
- Address customer service issues and escalated complaints and ensure a prompt feedback and follow up;
- Answer customers’ comments and suggestions and submit related reports and recommendations;
- Iterate ways to improve performance, efficiency and efficacy on metrics and customer feedback;
- Manage large projects or processes that span outside of the immediate job area;
Talent Development
- Lead and coach the team cultivating empowerment and ownership;
- Develop capabilities and secure a solid succession plan;
- Conduct regular performance reviews, identify training needs and oversee development plans.
Position Requirements
Education
Bachelor’s degree in Business Administration or any other related field
Experience
At least 7 years of relevant experience