Customer Success Manager at Willers Solutions

RESPONSIBILITIES

• Direct the customer success department and ensure that goals of customer engagement and satisfaction as well as referrals are met on time and on target
• Support Head of Customer Success/PMO with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention (Renewals), and high levels of customer satisfaction
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
• Prepare necessary documentation/visuals for client to demonstrate performance of products/services; analyze trends in C-Sat/NPS scores to identify areas of improvement
• Support Head of Customer Success/PMO to Conduct Health checks and Quarterly Business Reviews.
• Direct the customer success department and ensure that goals of customer engagement and satisfaction as well as referrals are met on time and on target
• Support Sales teams with renewals and identifying upselling and cross selling opportunities through data driven insights to drive Customer growth and retention
• Monitor Jira Service desk support and issue requests and ensure issues are resolved within agreed SLAs
• Manage the relationship with the client and all stakeholders
• Maintain existing customer success metrics and data as directed.

REQUIREMENTS

• Bachelor's Degree in appropriate field of study or equivalent work experience 
• 3-5 years of experience in IT marketing, sales, account management, project management or customer success
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Project Management Professional (PMP) / PRINCE II certification is a plus
• Proven ability to solve problems creatively
• Strong interpersonal skills and extremely resourceful
• Excellent client-facing and internal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Strong working knowledge of Microsoft Office
• Active team player, self-starter, and multitasker who can quickly adjust priorities