Customer Success Manager
About The Position
The Customer Success Manager (CSM) directly engages with assigned customers to provide management of all support related functions. This role requires the ability to provide customers with the best attention and solutions possible, and to function in technical capacities. The candidate will need a solid understanding of NexGen products and services. The main function will be to receive incoming communication (email, calls, support tickets) from our BPO clients and Virtual Office subscriptions, and provide a solution to set our customers at ease. The CSM will work with other organizations to onboard new customers, train customers and keep them happy during the lifetime of our partnership with them. The CSM is the primary point of contact for all Support related issues for the assigned customers. They will ensure that Support Service Levels are met and provide regular reporting of Support performance metrics to the customer. They will also be the conduit for any upsell opportunities and bring them into a sales engagement.
Requirements
- Highly analytical in problem solving with the ability to apply original and innovative thinking
- Prior experience providing post sale support to large enterprise customers preferably with customer management interaction.
- High level of oral and written communication skills
- Consultative, Project and Account Management skills are required
- Ability to research subjects, with a commitment to provide continuous improvement
- Ability to present in person or through the use of collaboration.
- Able to work under pressure and think clearly in challenging situations
- Ability to work under minimal supervision.
Nice To Haves
- Virtual Office experience
- Contact Center experience
Responsibilities
- Initiate and complete all onboarding activities including training
- Manage all post-sales issues for assigned customers
- Provide reporting of Support metrics to customer
- Maintain a thorough understanding of the customer’s environment and the ability to provide expert advice
- Communicate internally for improvement of current and future customer needs providing insight to improve quality and additional features.
Benefits
- commission (on upsells and SLA achievements)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
