We are looking for a Client Success Manager having following Skills and Responsibilities:
Integrate Technology - by working with the technology department to create the tools the customer needs
Integrate Sales & Marketing - by working with the marketing department to find leads that will turn into valuable assets, and/or by creating and implementing lead generation campaigns and monitoring their success
Integrate Training & Support - to make sure that all customers are taken through the system and trained in the product's use, ensuring a fully engaged, positive and valuable experience
Integrate Data Analysis - to collect, analyze and use data to make the customers' experience consistent and seamless
Integrate Policies - to help meet company goals - these policies will help to ensure customer satisfaction so that customers continue to purchase from the company, and recommend others to do so as well
Integrate Campaigns - so as to obtain feedback/suggestions from customers in order to determine what the company is doing right or wrong, and what might need to change in order to increase customer satisfaction and retention.
Establish Customer Support Practices
Customer Success Managers are responsible for creating policies and procedures that optimize the customer experience. Customer Success Managers may gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices. The Customer Success Manager must establish policies the entire staff can adhere to so all customers receive the same quality of service.
Provide Technical and Product Support
Customer Success Managers must know the company’s products inside and out. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
Some Customer Success Managers will find themselves supervising staff and performing basic human resource tasks such as hiring and training staff. This may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employees. They may also conduct performance evaluations, handle disciplinary actions and process payroll for their staff.
Establish clear goals and milestones that you and the customer will be working towards
Help customers receive value quickly by managing product implementation and onboarding
Generate and share educational resources, trainings, and best practices
Drive additional value by encouraging deeper feature adoption
Contribute to revenue generation through renewals, upsells, and expansions
Synthesize customer feedback and work with internal teams to respond to customer needs
Create evangelists and advocates among your customer base
QUANTUM LHE (PVT.) LIMITED is incorporated with Securities and Exchange Commission of Pakistan under the Companies Ordinance 1984 on November 2015, headquartered and registered as Quantum CPH A/S at Næsseslottet, Dronninggårds Allé 136 DK-2840 Holte. Our Vision: "Deliver outstanding customer-focus ...Read More