Customer Success Manager

We are looking for a customer success manager who can provide ongoing support to our clients and working with our product team, build a best in class customer support system.

A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects and making sure they have everything they need to be successful with the product to minimise churn. It will be your job to build close relationships with clients, strategise the best platform configuration setup for their needs, and train new users on how to use the platform. You will also manage any consultancy resource allocated to client accounts.

Working directly with clients it is your job to help solve their problems and ensure their satisfaction while they are an active account with us. Making sure there is a clear process for customer feedback and questions in order to resolve issues in a timely manner.

Building technology assets is one of our top priorities in Tech Central, and you will be part of a team delivering the Innovation Nexus Saas offering. Working alongside the Innovation Nexus product team you will contribute to building relationships, implementing new programs that will increase the business’ revenue potentials.

Responsibilities

• Establish clear client retention goals

• Manage programme timelines and stakeholders effectively

• Assist customers with setting up and navigating the platform

• Promote the value of the product with internal and external stakeholders through capturing and demonstrating success metrics

• Upsell services and products with the brand image

• Continuously evaluate customer needs and proactively seek to improve customer experience

• Assist in creating training courses and educational materials

• Manage collaboration with consulting and design teams to deliver on customer objectives

• Input to product roadmap based on client feedback

Requirements and skills

• Proven work experience as a Customer Success Manager or similar role

• Experience working with brand image and promoting value through customer experience

• Exceptional ability to communicate and foster positive business relationships

• Technical skills required, as they relate to the use of the product or service

• Accountability and personal organisation are essential

• Experience in resource allocation

• Experience training and mentoring

Skills and experience (good to have):

• A degree in communications, marketing, or related field

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