About the job
Purpose of the Role
The Customer Success Manager is responsible for ensuring that our clients successfully adopt and derive maximum value from our technological solutions, fostering long-term relationships built on trust and satisfaction.
Main Responsibilities
Client Onboarding and Support
Lead the onboarding process for new clients, ensuring effective adoption of our services.
Support clients during initial stages and beyond, addressing inquiries and aligning expectations.
Customer Experience Management
Act as the primary point of contact for clients during the post-sale phase.
Ensure a positive, consistent experience in line with the company's service standards.
Solution Adoption and Utilization
Monitor usage levels and the adoption of implemented solutions.
Identify churn risks and propose preventive actions.
Relationship Management and Loyalty
Build long-term, trust-based relationships with clients.
Encourage client retention and contract renewals.
Growth Opportunity Identification
Identify upselling and cross-selling opportunities within active accounts in coordination with the sales team.
Assist the Account Manager in recognizing new client needs.
Deliverable Tracking and Internal Coordination
Coordinate with internal departments (Operations, Technology, Support, Pre-sales, Finance) to ensure commitments made to clients are fulfilled.
Monitor incidents, response times, and service quality.
Satisfaction Measurement and Feedback
Gather client feedback through surveys, follow-up meetings, and satisfaction metrics.
Propose continuous improvements based on client insights.
Administrative Management and Reporting
Keep client information updated in CRM and management tools.
Generate reports on account status, adoption, satisfaction, and risks.
Reference Performance Indicators (KPIs)
Customer retention rate.
Client satisfaction level (NPS, CSAT).
Solution adoption rate.
Contract renewals.
Churn reduction.
Growth of active accounts (in collaboration with Sales).
