Customer Success Manager
Customer Success Manager
الوصف الوظيفي
Job Description & Role:
The Customer Success Manager’s (CSM) is a customer-centric individual with a technical aptitude.The CSM’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.
The CSM will work in the Service Delivery & PMO departement – under the Service Excellence and Quality division.
Ultimately, the CSM will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with the company. The CSM will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.
The CSM is expected to work closely with the internal team such as Sales, Pre-Sales, Support, TPM and Service Delivery teams for add-on business and process improvements.
CSM will interact and support all departments within the company & externally with Customers, Vendors/Partners, Regulators and other Governmental entities
Key Responsibilities:
• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Proactively take corrective actions in a timely manner and make strategic recommendations to help customers be more successful. Raise technical issues to product support, engineering, and engaging leadership when needed.
• Self-identifies opportunities for improvement within the customer base and internally. Come up with creative solutions to problems beyond provided playbooks and takes the initiative to make change.
• Exhibits a professional presence to coach engineering leaders (customer and internal) yet has humility to optimally connect with peers.
• Co-creates and facilitates business review meetings, enablement sessions, demos, and other strategic interactions to ensure seamless renewal with the account team.
• Oversee the incident management process and team members involved in resolving the incident.
• Respond to a reported service incident, identifying the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and influence on the business.
• Log all incidents and their resolution to see if there are recurring malfunctions.
• Investigate customer service related complaints to ensure they are resolved within the agreed deadlines, and take action to resolve customer problems before they escalate.
الوصف الوظيفي
المهارات
Key Skills:
– Communication
– Customer Service
– Customer Satisfaction
– Customer Retention
– Customer Insight
– Customer Support
– IT Solutions
– Customer Relationship Management
Additional Requirements:
Qualifications and Certifications
Bachelors Degree in Computer Science (CS), Information System Management (ISM), Information Technology (IT), other degrees in a related field with atleast 7 years of equivalent work experience as a Customer Success Manager or similar role
Experience and Skills Required
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Organized and capable of highly effective time management in an autonomous environment.
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Prior business development experience required
• Motivation, Innovation, Passion, Integrity, Teamwork, Customer-Focus
• Understanding of Enterprise Software
• Excellent verbal and written communication skills
• Willing to work in a fast-paced dynamic environment
• Goal-oriented, highly confident, self-motivated
• Excellent organizational skills
• Adaptable to new challenges
• Self-starter with an ability to identify areas for improvement
• Client-focused attitude — a customer advocate
• Excellent communication skills in Arabic & English
المهارات
تفاصيل الوظيفة
- منطقة الوظيفة
- مسقط, عمان
- قطاع الشركة
- خدمات تكنولوجيا المعلومات
- طبيعة عمل الشركة
- شركة توظيف
- الدور الوظيفي
- خدمة العملاء ومركز الإتصال
- نوع التوظيف
- دوام كامل
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- 1
تفاصيل الوظيفة
المرشح المفضل
- عدد سنوات الخبرة
- الحد الأدنى: 8 الحد الأقصى: 15
- الجنسية
- الدول العربية
