Customer Success Manager
SupportNinja
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇪 Ireland
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary point of contact for customers, ensuring they achieve their desired outcomes and maximize the value of the products or services offered
- Build long-term, trusted relationships with customers by understanding their needs, delivering tailored solutions, and driving adoption and satisfaction
- Assist new customers in effectively onboarding and provide training to their staff on how to use client tools and technology
- Guide clients through the customer journey process to ensure they achieve objectives
- Pull reports, analyze data, and provide insights to customers on impacts and relevance to objectives
- Conduct annual reviews and manage account renewals
- Develop and nurture customers into advocates
- Utilize CRM to keep track of key account data, opportunities, logging calls and relevant notes
- Retain and grow assigned book of business
- Assist and resolve escalated support tickets and emails and seek to improve customer experience
- Collaborate with other departments and adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs and participate in continuous learning and training modules
Requirements
- 3 years experience in a customer success manager or account management role, ideally in the BPOindustry
- Exceptional ability to communicate and foster positive business relationships
- Previous customer service experience and/or Previous Account Management Experience/ Sales experience
- Strong communication skills, both verbal and written
- Strong attention to detail, critical thinking and problem-solving skills
- Experience with HubSpot or similar CRM/CS tools (preferred)
- Familiarity with customer retention frameworks and churn save strategies (preferred)
- Background working with global teams (preferred)
Benefits
- Company Provided equipment
- Competitive compensation
- Paid time off
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementaccount managementdata analysisreportingcustomer onboardingcustomer trainingproblem-solvingattention to detailcustomer retention frameworkschurn save strategies
Soft skills
communicationrelationship buildingcritical thinkingcustomer advocacycollaborationcustomer experience improvementadaptabilitytrust buildingperformance target achievementcontinuous learning