Manager - Customer Success

We are hiring for our client socialmojo.

Job Brief:

- Responsibilities will include onboarding new customers, supporting existing clients, helping to lead new product initiatives, and creating effective strategies for customer retention and satisfaction.

Key Responsibilities:

- Collaborating with the sales team to ensure new customers are onboarded properly.

- Providing periodical training and demonstrations to new customers on how to use the product or service effectively.

- Conducting regular check-ins with customers to ensure they are achieving their desired outcomes using the product.

- Collecting customer feedback and sharing this with product, sales, and marketing teams to ensure alignment and customer satisfaction, thus improving / promoting customer retention & loyalty.

- Addressing customer concerns and coordinating with internal teams to resolve/improve them.

- Organize regular review meetings with customers to discuss their success metrics.

- Understand customer outcomes through ongoing collection and analysis of data and feedback.

- Implement strategies to maintain and improve NPS.

Criteria & Required Skills:

- Proven work experience as a Customer Success Manager or similar Customer support role with minimum 5 years' experience in a similar role.

- Strong presentation and communication skills.

- Excellent analytical and strategic thinking skills.

- Proficiency in CRM software and sales analytics tools.

- Basic technical background, typically in engineering or IT.

- Ability to work collaboratively with sales and technical teams.

- Problem-solving skills and a customer-oriented mindset.

Education:

- A bachelor's or master's degree in business, marketing, or a related field is typically required, along with relevant experience in ITES Customer Success Management.

Skills: customer-oriented mindset, strategic thinking, analytical skills, sales analytics, problem-solving, customer success management, communication, customer support, customer retention, crm software, technical background, collaboration, crm, sales.