Customer Success Manager

Customer Success Manager

Job Description:

• The Customer Success Manager (CSM) will be responsible for ensuring customer satisfaction and retention for the company’s enterprise-level clients.
• They will work closely with cross-functional teams to ensure the successful onboarding of the customer, deal upsizing and continued engagement and retention throughout their journey with the company.

• The CSM will be the primary point of contact for the client and will be responsible for ensuring their success with iVoiceUp.

Roles and Responsibilities:

1. Customer Onboarding:

• Liaising with cross-functional teams to ensure the successful onboarding of new customers. Execute, develop and strategize on the on-boarding process.
• Collaborate with the Marketing team to launch well-planned internal campaigns within the customer’s organization.
• Collaborate and brainstorm with the tech team to address technical/product development and challenges to perfectly meet the client’s business needs.
• Providing support during the implementation process to ensure that the customer’s needs are being perfectly met.
•  Conducting product demonstrations and training sessions for the customer to ensure that they are fully aware of the product’s features and capabilities.

2. Customer Retention:

•  Ensuring customer retention through continuous engagement with the client and conducting feedback sessions and surveys.
• Conducting regular check-ins with the customer to ensure that they are satisfied with the product and addressing their concerns and feedback.
• Developing and executing retention strategies, including surveys, upgrades, and renewal tracking.
• Negotiate deals and contractual agreements to renew contracts.

3. Upselling:

• Identifying opportunities for upselling the company’s products and services to the customer.
•  Identifying any additional needs or requirements of the customer and proposing new solutions to meet them.
• Maintaining a deep understanding of the customer’s business needs and offering iVoiceUp’s add-ons to meet their business needs and maximize deal value.Strategizing on setting the most optimal pricing for the product’s add-ons (services & features) and bundles through conducting in-depth market trends analysis.

4. Communication:

• Manage and maintain positive relationships with clients.
• Acting as the primary point of contact for the customer and providing regular updates on the progress of their account.
• Liaising with cross-functional teams, including sales, marketing, and product development, to ensure that customer success goals are being met.
• Proactively reaching out to the customer to inform them of new product features, upgrades, and other information.
• Aiding in product design and development through reflecting the opinion of customers
  

Requirements:

•  Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
• 2+ years of experience in customer success management or related fields.
• Excellent communication skills, both written and verbal. Must be a team player to communicate effectively with the team and customers.
• Strong problem-solving skills and ability to work independently and as part of a team.
• Results driven and able to meet and exceed targets and metrics.