As an Customer Success Manager, you’ll be the main point of contact for your portfolio of customers. Your clients will be existing Joblogic users who will reach out to you in case of any enquiries, and you’ll be liaising on their behalf with other internal teams, such as training, accounts or support. You’ll ensure that our customers are happy with the product and service we deliver, and therefore, you’ll be expected to proactively reach out to them. You’ll have upselling and reselling opportunities. Ongoing product and industry training will be a solid part of your job to ensure that you remain updated on the latest software releases and industry trends.
Responsibilities and Duties
- Managing an existing portfolio of clients.
- Proactive reach-out to the customers to build strong relationships with them in order to retain them and seek to maximise upselling and reselling opportunities.
- Reactively assist customers with any ongoing queries they might have and raise these with our support or training teams for assistance if needed.
- Utilise, review and update the client database we use multiple systems with a centralised CRM at the core of the account management activities
- Strive to ensure that you keep up with the latest product features via regular training sessions that will improve the knowledge of the system.
- Customer requests are responded to effectively and efficiently to maintain positive working relationships with our clients.
- Take ownership of customer escalations or complaints and find a resolution whilst maintaining or rebuilding the brand trust.
Skills and Attributes
- Previous customer success / account management experience is essential
- Communication both written and oral English language
- Warm and confident personality eager to build long-term relationships with the clients
- Articulate telephone and presentable video-call manner is essential
- Identifying opportunities to upsell the current or other relevant client services.
- Ability to work independently in a fast-paced environment
- Strong listening, speaking and decision-making skills
- Ability to converse with a wide variety of people of different backgrounds
- Excellent eye for detail
- Professional attitude
- Be initiative, motivated and focused
- Ability to multitask and prioritise under pressure
- Problem-solver
Job Details
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