Customer Success Manager

 Job Overview:

Candidate works in Customer Success, you will be the key point of contact for our clients, helping them achieve their business goals through the successful use of our CRM and loyalty management platform. You will work closely with clients to understand their needs, provide strategic guidance, and ensure they are getting the most out of our services. This role requires a blend of technical expertise, relationship management, and problem-solving skills.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong relationships with key stakeholders within client organizations. Act as the primary point of contact for client queries, requests, and escalations.
• Reporting & Analytics: Conduct gap analysis on key processes and provide actionable insights based on data captured from the CRM system. Regularly review and analyze sales insights generated by the CRM to identify opportunities for improvement, process optimization, and client growth. Share these insights with internal teams and clients to drive strategic decision-making and enhance overall customer success.
• Service Delivery: Lead the end-to-end service delivery process for our clients, ensuring that the CRM and loyalty management platform is implemented according to client specifications and timelines. Collaborate with cross-functional teams, including IT, project management, and customer support, to ensure that client needs are met with the highest level of quality. Provide continuous support to clients post-implementation to ensure they fully utilize and benefit from the platform’s features.
• Proactive Support & Issue Resolution: Identify potential challenges early and work with internal teams to resolve issues promptly. Ensure client satisfaction by addressing concerns proactively.
• Business Driver Activities: Develop and execute initiatives that align with the company's strategic goals, such as increasing platform adoption, driving upsell and cross-sell opportunities, and expanding client relationships. Collaborate with sales, marketing, and product teams to design and implement campaigns or programs that generate additional value for clients, ultimately contributing to increased revenue and long-term business success.
• Team Management: Mentor, and develop a team. Foster a collaborative and high-performance culture within the team, ensuring that all team members are aligned with the company goals. Set clear objectives, provide regular feedback, and support the professional growth of team members. Ensure that the team is equipped with the necessary skills and resources to deliver exceptional service and achieve client success.
• Customer Advocacy: Serve as the voice of the customer internally, providing feedback to product and marketing teams. Advocate for client needs and help shape the future development of our platform.
  
  

Required Skills & Qualifications:

Education:
Bachelor’s degree in Business, Marketing or a related field. A Master's Degree is a plus.
Travel Requirements:
This role does involve frequent Travel to client location, including multiple days of travel plans.


Experience:
5+ years of relevant experience in customer success, account management, or a related field, preferably within the SaaS or technology industry.
Proven track record of managing and growing client accounts in a B2B environment.
Experience in CRM or loyalty management is highly desirable.

Technical Skills:
Proficiency in using CRM software and other customer success tools.
Ability to understand and explain technical concepts to non-technical users.

Communication & Interpersonal Skills:

1. Excellent verbal and written communication skills.
2. Strong interpersonal skills with the ability to build and maintain relationships at all levels.
3. Experience in conducting business reviews and presenting to executive-level stakeholders.

Problem-Solving & Analytical Skills:
Strong analytical skills with the ability to interpret data and make informed decisions.
Proactive problem-solving abilities, with a focus on delivering solutions that benefit both the client and the company.

Project Management:
Strong organizational skills with the ability to manage multiple clients and projects simultaneously.
Experience in managing client implementations and driving project timelines.

Customer-Centric Mindset:
A passion for customer success and a deep understanding of how to deliver value to clients.
Ability to empathize with clients and advocate on their behalf.

Benefits:
5 Work Days