Customer Success Manager

AMAX•Fremont, CA

1d•$90,000 - $120,000

About The Position

The Client Success Manager is responsible for leading and overseeing the customer support function to ensure exceptional service delivery and customer satisfaction. This role manages support teams, optimizes processes, and implements strategies that enhance the overall customer experience while aligning with organizational goals.

Requirements

Bachelor's degree with 3+ years experience working directly with customers.
Strong interpersonal skills to develop relationships with customers and colleagues
Customer-focused and results driven
Excellent verbal and written communication skills
Problem solving skills to resolve customer issues in a professional and timely manner
Ability to manage multiple priorities in a fast-paced environment
Strong organizational and project management skills
Conflict resolution and de-escalation expertise

Nice To Haves

Reviewing and analyzing Contracts (NDAs, Customer and Vendor) a plus
Experience in high tech industry, computer servers and/or OEM manufacturing a plus

Responsibilities

Foster and maintain strong customer relationships to drive long-term satisfaction, retention, and success
Serve as the primary point of contact for customers, ensuring alignment on goals, expectations, and service delivery
Oversee outsourced on-site service delivery, including quotation development, Statement of Work (SOW) definition, and scheduling coordination; ensure seamless communication between customers and service providers
Partner with Sales to support the development and positioning of service offerings that align with customer needs and business objectives
Review and analyze bidding documents and customer agreements to ensure scope clarity and successful execution
Manage Professional Services projects from initiation through completion, ensuring delivery is on time, within scope, and meets customer expectations
Develop and provide pricing for services offerings in collaboration with internal stakeholders
Monitor, analyze, and report on customer satisfaction metrics; identify trends and drive continuous improvement initiatives
Proactively identify risks and address customer concerns with urgency to ensure a positive customer experience
Implement and optimize customer success processes, tools, and reporting to improve efficiency and scalability