Client Success Manager

Job Purpose:

As a Client Success Manager, you will be responsible for managing customer projects and providing exceptional service to our customers. You will oversee the coordination of internal teams to complete projects within a specified timeframe and ensure customer satisfaction. In addition, you will be responsible for providing technical support, training, and problem resolution for our customers. 

Responsibilities:

·      Manage customer projects, completing the Discovery phase and coordinating with customers and internal teams.

·      Provide customer service, resolving escalated cases and ensuring timely solutions.

·      Log activities and ensure services are paid for.

·      Plan and deliver trainings for customers, acclimatizing them with Windowmaker.

·      Provide regular reports to management.

·      Oversee the Customer Support and Data team.

Key Tasks:

·      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 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 problems-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.

Experience:

Skills:

·      IT background.

·      Excellent communication skills in English.

·      Analytical and technical mindset.

Location: Vadodara