Customer Success Manager

ABOUT THE ROLE

We are looking for talented individuals who are passionate about making a big impact in customer success. The Customer Success expert will be responsible for delivering high quality support to meet our customers' requirements. The successful candidate will be adaptable, detail-oriented, organized, have excellent analytical and problem-solving skills, and should be able to work independently with cross-functional teams to troubleshoot and resolve complex problems.

Responsibilities:

• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Develop and maintain long-term relationships with the customers
• Forecasts and tracks client account metrics
• Manage projects within client relationships, working to carry out client goals while meeting company goals
• Ensure timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Monitor and analyze customer’s usage of our product, prepare reports
• Work with the Sales team to onboard and integrate new clients and develop existing client relationships
• Monitor customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions
• Continual improvement of the contract and its service
• Track process compliance

Skills and Qualifications:

• Have at least 3+ years of relevant industry experience in client-facing roles.
• Hands on cyber security experience is added advantage.
• Strong technical / technical support or Network support background.
• Experience with CRM software and MS Office & documentation
• The ideal candidate must be analytical, adaptable, and organized with the ability to build rapport with clients
• Good listening and presentation abilities
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Self-motivated and able to thrive in a start-up culture