Customer Success Manager
Job Description Template

Job Overview

We are looking for an experienced Customer Success Manager to enhance our brand equity and value. Efficiently managing and enhancing customer relationships will boost your candidature as a good Customer Success Manager. Your promptness and professionalism in handling customer queries will help in reducing churn. 

Besides, you will act as the main point of contact between customers and the technical support team. Implementing workable solutions to promote the company's products and services will also be your responsibility. 

You will be coordinating with the Account Manager and the Sales team to determine the company's recurring revenue, collected as a result of your relationship-building abilities. You will play a vital role in improving customer satisfaction upon reviewing the customer’s journey. 

If you can help build long term business relationships then we would love to have you on board.

Responsibilities

• Networking to develop customer relationships

• Maintaining existing customer base and encouraging cross-sells via effective communication

• Reviewing and implementing improvement measures and procedures

• Coordinating with the Sales team to determine business goals and objectives

• Hiring and training new team members

• Handling all customer queries and complaints professionally

• Managing customer business and portfolios

• Arranging skill-building workshops for team members

• Identifying and contacting potential brand ambassadors to promote our company’s product and services

• Enhancing customer experience and reducing churn

• Promoting upselling and cross-selling

• Following up with customers on subscription renewals

• Conducting product demonstrations and presentations

Requirements

• Bachelor’s degree in Marketing, Business Administration or related field

• 5+ years of experience as a Customer Service Manager, Customer Relationship Manager or in the Marketing department

• Excellent command over the English language

• Ability to multitask 

• Strong management skills

• Ability to provide increased customer service

• Familiarity with Customer Relationship Management software like Salesforce, HubSpot, and Zoho

• A good listener

• Good analytical and problem-solving skills

• Proficiency in computer applications and Microsoft Office

• Having a technical aptitude

• Strong organizational skills

• Highly motivated 

• Demonstrating good patience level

• A team player

• Detail-oriented individual having the ability to prioritize tasks

• Knowledge of industry best practices

• Having a positive attitude and the willingness to learn

• Complete understanding of the company’s products and services

• Ability to adhere to the company policies and guidelines