Ensuring customer satisfaction and retention as a Customer Success Manager. Building and maintaining strong relationships with clients and providing support throughout their journey. Proactively identifying areas for improvement and implementing solutions to enhance the customer experience.

Skills

• Teamwork
• Collaboration Skills
• Customer Relationship

Requirements

• Job Role Customer Success Manager
• Job Type Full Time
• Workplace Type Onsite
• Industry IT Services and IT Consulting

Secondary locations

About

Not provided

Responsibilities

Onboarding Process:

Lead the onboarding process for new customer accounts, ensuring a smooth transition from sales to implementation.

Work closely with cross-functional teams (e.g., sales, product, support) to coordinate onboarding activities and deliverables.

Conduct kickoff meetings with customers to gather requirements, establish goals, and outline the onboarding timeline and process.

Provide training and guidance on how to use the product or service effectively, tailoring the onboarding experience to meet each customer's needs.

Technical Support:

Serve as the main point of contact for customers' technical inquiries, troubleshooting issues, and resolving challenges in a timely manner.

Collaborate with the technical team to address complex technical issues and escalate unresolved issues as needed.

Provide technical guidance and best practices to customers to optimize their use of the product or service.

Document and track customer issues and resolutions in a CRM system to ensure accurate record-keeping and follow-up.

Customer Relationship Management:

Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs.

Proactively engage with customers to understand their goals, challenges, and feedback, and relay insights to internal teams for product improvement.

Conduct regular check-ins with customers to assess satisfaction levels, identify opportunities for upselling or cross-selling, and address any concerns or issues.

Retention and Renewals:

Monitor customer usage patterns and key performance indicators (KPIs) to identify at-risk accounts and develop strategies to mitigate churn.

Collaborate with the sales team to renew customer contracts and negotiate upsell opportunities based on identified needs and value realization.

Develop and execute customer success plans to drive long-term adoption, retention, and expansion of the customer base.

Other Requirements

• Bachelor's degree in Business Administration, Computer Science, or related field.
• Proven experience in customer success, account management, or a related customer-facing role.
• Strong technical aptitude and the ability to understand and troubleshoot technical issues.
• Excellent communication, presentation, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment and meet deadlines.
• Customer-centric mindset with a passion for delivering exceptional service and driving customer success.

Good to have

Not provided

About the Company

The company started modestly in the year 2014, with a minimum infrastructure, we have served numerous clients from different sectors: corporate businesses, government agencies, political organization, non-governmental organization, academic institutions, individuals, religious, as well as professional bodies. Emphasizing on innovations and strategic progressions, Refined IT Solutions brings out solutions with an ever expanding pool of satisfied customers.

We have the infrastructure, platform, integration APIs and self-service applications together with Short-Code, Long code etc which enables our services to make it happen in a jiffy.