NexTec Group

Customer Success Manager

• Ensure every client is successful, satisfied, and eager to continue partnering with us as the trusted advisor and advocate for ERP customers
• Proactively engage customers to maximize value, resolve challenges, and maintain strong, lasting relationships that drive retention and loyalty
• Serve as the primary point of contact for assigned ERP customers after implementation
• Build deep, trusted relationships with decision-makers and power users; act as the customer’s internal champion
• Monitor customer health scores, usage metrics, and feedback; conduct monthly business reviews to assess satisfaction, ERP adoption, and ROI
• Implement action plans to resolve dissatisfaction quickly and prevent churn; identify customer success stories for advocacy
• Lead escalation management; coordinate cross-functional resources and ensure root causes and preventative measures are implemented
• Develop renewal strategies in advance of contract expiration; partner with account management and sales on upsell/expansion opportunities
• Track retention KPIs and take corrective action when risk is identified
• Collaborate with Support and Sales teams; share best practices to improve customer experience