Customer 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. 

Location: Vadodara ( Only local candidates preferred)