Customer Success Manager

Purpose :

We are seeking a skilled Customer Success Manager (CSM) who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing existing and new programs that will increase our business’ revenue potentials and minimize churn rates.

Roles & Responsibilities :

• Manage customer onboarding and product training.
• Educate customers on the use and benefits of our products and services.
• Ensure customers get fast time-to-value.
• Keep clients engaged and regularly using products (increasing adoption).
• Build customer loyalty and reduce churn (increasing retention).
• Develop a positive customer experience and foster healthy working relationships.
• Assist customers with setting up and navigating our platform.
• Promote the value of the products.
• Maintain customer satisfaction and have them as promoters and advocates (increasing NPS rate).
• Solve customers’ issues and problems proactively.
• Assist in creating training courses and educational materials.
• Review customer complaints and concerns and seek to improve the customer experience.
• Record and report customer feedback to upper management.

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