Customer Success Manager

Shift Type- 8A-5P ET

Working Days- 5 days a week

Work Location- Permanent WFO

Reporting To- Head of CX Team

US B1/B2 Visa: Valid visa preferred BUT not mandatory

Managed services/MSP/Managed IT/IT Infrastructure industry experience preferred

Overview

The Client Success Manager (CSM) – KEY Accounts role is a client-facing resource for small to mid-size accounts delivering account management to the customer after the sales cycle has completed. The role encompasses ongoing support/guidance, business strategy & advice, & overall account portfolio management & oversight. As a customer advocate, the CSM is one of the client’s primary points of contact responsible for orchestrating activities within the company to deliver a superior client experience. This role focuses on ongoing relationship-building & proactive account management activities, promoting overall customer satisfaction, product adoption, retention & up-selling. The role manages diverse, high profile and/or key accounts. 

Job Responsibilities:

•Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity. 
• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps. 
• Engage cross-functional resources both internally and with customer organizations to solve problems. 
• Monitor quality of work and identify opportunities for continual improvement. 
• Understand and explain features and benefits of the product line as it relates to customer needs. 
• Meet or exceed customer expectations by anticipating and resolving their issues. 
• Assist in knowledge transfer of administrative tasks between customer administrators and internal teams. 
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed. 
• Facilitate & prepare customers for quarterly and/or bi-annual business reviews. 
• Identify revenue opportunities by proactively contacting clients on a regular basis and developing strong relationship.

Core Experience:

1. Experience with US Account Management

2. Client relationship management exposure

3. Excellent Communication & Presentation skills

4. Experience with cross-selling/up-selling

5. Results oriented & good business judgement

6. Problem solver (“Figure it out” attitude)

Functional Competencies:

Personal Qualities

• Self-motivation, enthusiasm, and results-focus.

• Flexible, adaptable, and comfortable with ambiguity.

• Negotiating, influencing, and holding to account.

• Pragmatic and solution-oriented.

• Committed to high standards and continuous improvement.

• Ability to move between big picture and detail.

• Can work in revolving shifts (if required).

• Can quickly establish credibility and respect and build strong working relationships with Department Heads.