Customer Relationship Management Specialist

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.

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 and 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.

Education

Bachelor’s degree in Business Administration or any other related field

Experience

At least 2 years of relevant experience

Key Competencies

• Customer centric
• Accountable
• Agile
• Communicate effectively
• Leadership
• Problem solving and decision making
• Business awareness
• Negotiation