What are the responsibilities and job description for the Customer Success Manager position at Instant InfoSystems?
Customer Success Manager
We are seeking a dynamic customer success manager to join Instant InfoSystems.
About the Role:
- Understand our customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring our customers get the most value from our products and services.
- Manage and grow relationships with key customers, acting as their primary point of contact.
- Evaluate high customer retention and satisfaction levels by delivering exceptional service and support.
- Gather customer feedback and communicate product and process improvement suggestions to the development team.
- Collaborate with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
Responsibilities:
- Develop and execute customer success strategies that drive product adoption and maximize customer value.
- Monitor customer health metrics, track success KPIs, and regularly report on customer outcomes to leadership.
- Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.
- Identify upselling and cross-selling opportunities to expand customer use of the company's products and services.
- Oversee the customer lifecycle management and identify areas for optimization.
Requirements:
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- ~3 years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
- Familiarity with CRM tools, customer success platforms, and analytics software.
- Solid negotiation skills to handle complex customer accounts.
Preferred Skills:
- Knowledge of customer success best practices and frameworks.
- Experience with Dynamics CRM preferred.
- Experience with data analytics and reporting.
- Experience in managing large enterprise-level accounts.
