Client Success Manager

About Us:

Windowmaker Software Limited is a highly esteemed software company in the window and door industry. With over 40 years of experience, we have built a reputation for crafting innovative, industry-leading solutions trusted by customers worldwide. Our expertise and commitment to excellence have established us as a trusted name in the industry.

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.

Skills:

• IT background.
• Excellent communication skills in English.
• Analytical and technical mindset.