Customer Success Manager
Role Overview
The Customer Success Manager will be responsible for the management and execution of customer engagement strategies within our client's organisations. The role focuses on enhancing customer satisfaction and retention, and the individual will report to the Head of Customer Success.
Key Responsibilities
* Manage the daily operations of the customer success team.
* Ensure timely completion of customer onboarding processes, meeting set quality standards.
* Work closely with cross-functional teams to implement customer feedback strategies and improve service delivery.
* Track and report on customer satisfaction metrics and project progress to senior management.
* Ensure compliance with industry standards and internal policies related to customer service.
* Assist in the development and implementation of process improvements to enhance customer experience.
Qualifications & Experience
* Minimum of 3 years of experience in a customer success or account management role in technology
* Experience with customer relationship management (CRM) systems and tools.
* Knowledge of customer success best practices and strategies.