Customer Success Manager

Overview

Customer Success Manager (CSM) plays a crucial role in ensuring client satisfaction and retention by guiding them through their journey with our services, from onboarding to long-term usage. They build relationships, address concerns, and identify opportunities for growth and expansion. Responsibilities

Customer Onboarding and Training : guiding new customers through the initial stages of adoption and ensuring they understand how to use the product or service effectively. Relationship Management : building and maintaining strong, trusting relationships with key client stakeholders. Proactive Issue Resolution : identifying potential problems early and working to solve them before they impact customer satisfaction. Performance Monitoring : tracking and analyzing customer usage, identifying trends, and flagging areas for improvement. Customer Success Planning : helping clients develop and achieve their goals using the product or service. Up-selling and Cross-selling : identifying opportunities to expand client relationships and increase revenue. Internal Collaboration : working with sales, product, and other internal teams to ensure client success. Feedback Collection : gathering customer feedback and providing it to internal teams to improve the product or service. Requirements

Technical Expertise : possess a deep understanding of cybersecurity frameworks, products, and services. Solution Design : develop and present tailored security solutions that meet client needs, often including designs, proposals, and technical documentation. Customer Engagement : build relationships with clients, understand their challenges, and offer expert advice. Sales Support : work closely with the sales team to qualify opportunities, prepare proposals, and assist in closing deals. Product Demonstrations : conduct product demos and proof-of-concept sessions to showcase solutions. Requirements Gathering : collect and analyze customer requirements, conducting workshops and presentations to understand their needs. Commercial Documents : assist in creating and updating commercial documents like RFPs and RFIs. Staying Current : keep up with industry trends, competitor offerings, and emerging technologies. Collaboration : work with internal teams, partners, and vendors to ensure successful solution delivery. Seniority level

Entry level Employment type

Full-time Job function

Information Technology Industries

IT Services and IT Consulting

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