Client Success Manager

Job Description

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. Benefits of joining us: Health Insurance 5-Day Working Week (Monday to Friday) 7 Paid Sick Leaves per calendar year 7 Paid Casual Leaves per calendar year 18 Annual Leaves Professional development opportunities Flexible working hours Performance-based bonuses Employee wellness programs Welcoming and friendly office culture Frequent festivities and office parties Job Type: Full-time Schedule: Day shift Application Question(s): Current CTC Expected CTC Notice Period Total Experience Work Location: In person