The Customer Success Manager at Conferma is responsible for:
The Customer Success Manager (CSM) at Conferma is responsible for ensuring customers achieve their desired outcomes while using Conferma products & services. Representing the customer voice internally is an integral part of the role clearly demonstrating our Customer Obsessed Values. The CSM will act as a trusted advisor, guiding customers through their journey, working alongside the Customer Success Team providing support, and driving customer satisfaction and retention.
* Dedicated Portfolio Management Oversee a portfolio of customer accounts, ensuring each customer receives personalised attention and support. Monitor the health of customer accounts, identify risks, and implement strategies to mitigate them. Develop and execute account plans to drive customer success and growth.
* Customer Success ScorecardTrack customer usage / adoption and performance metrics to identify areas for improvement and proactively address potential issues implementing Service Improvement plans where appropriate.
* Service Reviews & QBR’sParticipate and where appropriate conduct regular service reviews & QBR’s with customers to assess their satisfaction, gather feedback, and identify areas for improvement. Use insights from these reviews to enhance service delivery and customer experience using a collaborative approach within the Conferma internal stakeholder network.
* Customer Lifecycle Management:Understand and take accountabilities for all the customer lifecycle stages for your portfolio, including awareness, engagement, conversion, retention, and loyalty. Work with internal stakeholders to support strategies to optimise each stage, ensuring a seamless and positive customer journey. Use data and metrics to analyse customer behavior and improve overall customer experience.
* Issuer, TMC and Platform Engagement Actively participate in regular calls with key partners including Issuers, TMC’s and Platform providers, ensuring any onboarding delays are dealt with quickly and efficiently.
* Risk Management Identify potential risks and issues early in the customer lifecycle and support the wider team to develop effective mitigation strategies ensuring successful customer outcomes.
* Sales Pipeline Awareness Regular communication with internal commercial relationship managers to gain updates on incoming pipelines of accounts to ensure departmental readiness.
* Documentation Maintain Customer Success process documentation and collaborate internally. Support with the Creation of new documentation and FAQs Ensure existing documentation is maintained, work with Technical Writing team to ensure that all internal and external documentation is relevant and accurate.
* Wider Operations Unit Collaboration - Support the Service Desk Team with cross department knowledge sharing, actively take part in cross team collaboration fostering a team culture across the whole organisation.
* Product Enhancement Suggestions Make recommendations for improvements to processes and software using the AhA Ideas portal.
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