Customer Success Manager

POSITION IMPACT:

Customer is at the center of Simplex’s universe. Building and maintaining the relationship with customer is of strategic value for Simplex. Customer Success Manager (CSM) maintains the heartbeat of the relationship between Customer and the Simplex. CSM domain covers new projects, ongoing enhancements, and operational support.

CSM is a personable and upbeat professional who rallies the teams to get the job done with ultimate goal to keep the customer happy.

MAIN DUTIES/RESPONSIBILITIES:

You are a strategic leader who provides direction to the business as well to the team members, fostering the culture of innovation, continues improvement and digital transformation.

·      CSM will be responsible for working with all new & current customers through their implementation project and ensuring their early and ongoing success throughout the lifecycle of the relationship.

·      This success is built by coordinating internal resources, educating users, enforcing good processes, and ensuring accurate and timely communication.

·      A CSM at SimpleX loves working with diverse customer teams and tackling their unique problems to improve their business performance.

·      Our customers are restaurants and retail operators, so it is important that CSM at SimpleX to have strong customer expectations management skills.

·      CSM at SimpleX shall build relationship based on trust and facilitate to improve the business top and bottom lines.

·      You are an excellent account manager.

·      CSM will be responsible to manage the release of solutions to the customers.

·      CSM possesses the skills to rally the teams to get the job done.

·      Developing proficiency with our software and helping customers use the software successfully

·      Ensuring ongoing customer success

·      Managing the relationships with the customers and service providers.

·      Keep the board up to date with the technological advancements, business risks and

their mitigation strategies.

SKILLS & EXPERIENCE

Qualifications:

·      Graduate degree in Computer Sciences or relevant experience.

·       Industry certificates

Experience:

 At least 5 years of experience in similar high impact role

Skills:

 Successful track record of working in pressure situations and managing high profile customers.

·      Proficiency in managing delivery against agreed deliverables with the customers.

·      Ability to recruit and retain top talent.

·      Good task and project management skills.

·      Ability to develop partnership with customers and vendors.

·      Excellent verbal and written communication

·      A natural relationship builder with integrity, reliability, and good judgment

·      Ability to quickly learn new software applications

·      Emotional intelligence and lead the team with empathy and can-do attitude.

PERFORMANCE GOALS:

·      High customer satisfaction CSAT rating

·      Ensure top performing team members with high quality deliverables.

·      Timely projects and quality solutions delivery for all the customers.

·      Professional dealing with clients, suppliers and employees at all the times.