UPIX Networks

Customer Success Manager

• Monitor the implementation (Delivery) process, ensuring that deliverables are completed within agreed timelines.
• Perform ongoing follow-ups with involved departments to ensure adherence to schedules and SLAs.
• Monitor Technical Support interactions, tracking SLA compliance, service quality, and customer satisfaction.
• Prepare and track performance indicators (KPIs) related to service, support, implementations, and customer satisfaction.
• Work on retention processes and cancellation reversals, identifying root causes, proposing solutions, and negotiating alternatives to retain contracts.
• Periodically review active contracts, identifying those nearing expiration or no longer valid.
• Lead contract renewals, price adjustments, and commercial negotiations with clients.
• Conduct follow-up meetings with strategic clients to strengthen relationships and identify improvement opportunities.
• Record and monitor action plans to resolve operational deviations and customer complaints.
• Serve as the focal point between clients and internal teams, ensuring clear communication and alignment of expectations.

Customer Success Analyst