Customer Success Manager
About The Position
NexGen Technologies is seeking a SaaS Customer Success Manager to manage the customer experience and help customers successfully use the company’s software and achieve their objectives. The CSM is the primary point of contact for assigned customers and manages support-related functions, including handling incoming emails, calls, and support tickets from BPO clients and Virtual Office subscribers. The role involves providing technical assistance, onboarding and training customers, resolving issues, maintaining customer satisfaction, and supporting retention and growth throughout the customer relationship. The CSM also monitors support service levels, reports support performance metrics to customers, and brings potential upsell opportunities into sales engagements. NexGen Technologies provides customer contact management solutions, services, and technologies, including solutions for the digital real estate market. The CSM works with internal teams to address customer needs, improve service quality, and inform future features. Compensation is a $50,000 salary plus commission on upsells and SLA achievements; the posting states that CSMs can earn up to $100,000.
Requirements
- Prior experience providing post-sale support to large enterprise customers, preferably involving customer management interaction.
- Highly analytical problem-solving skills and the ability to apply original and innovative thinking.
- Strong oral and written communication skills.
- Consultative, project management, and account management skills.
- Ability to research subjects and a commitment to continuous improvement.
- Ability to present in person or using collaboration tools.
- Ability to work under pressure and think clearly in challenging situations.
- Ability to work with minimal supervision.
Nice To Haves
- Virtual Office experience.
- Contact Center experience.
Responsibilities
- Develop customer relationships that promote retention and loyalty.
- Work with customers to ensure satisfaction and address areas of dissatisfaction.
- Provide technical support with assistance from the support team.
- Manage and resolve client conflicts and post-sales issues.
- Coordinate with sales and other departments working on the same account.
- Understand and present the company’s products and services to customers.
- Provide account status and support performance reports to customers.
- Identify and develop opportunities within the assigned territory and bring upsell opportunities into sales engagements.
- Maintain regular communication with customers.
- Initiate and complete customer onboarding activities, including training.
- Maintain a thorough understanding of each customer’s environment and provide expert advice.
- Communicate customer needs internally and provide insight to improve service quality and future features.
- Ensure support service levels are met.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
