Client Success Manager

Responsibilities

• Manage customer projects, completing the Discovery phase and coordinating with customers and internal teams.
• Provide customer service, resolve escalated cases, and ensure timely solutions.
• Log activities and ensure services are paid for.
• Plan and deliver training for customers, acclimating them to Windowmaker.
• Provide regular reports to management.
• Oversee the Customer Support and Data team.
• Communicate with clients, reduce turnaround time, and assign work to resources.
• Prepare productivity reports and schedule resources for service requests.
• Improve processes and provide effective support to customers.
• Ensure regular customer training on the latest releases.
• Provide technical support to sales staff and help with technical demos.
• Develop reports to improve efficiency and quality of deliverables.
• Identify training needs and schedule sessions.
• Oversee operational duties of the customer service team.
• Maintain records or tickets of all interactions with customers.
• Train new employees.
• Maintain customer satisfaction by providing problem-solving resources.
• Research and implement new ways to improve the customer experience.
• Implement best practices in customer service management.
• Contributes customer service information and recommendations to strategic plans and reviews.
  

Requirements

• BE/B. Tech with a minimum of 10+ years of experience as a Client Success Manager in the IT industry.