Manager - Customer Success

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