Description:
As a Customer Success Manager, you will be the driving force behind customer happiness for our clients in the Rest of World (ROW) team. You'll partner with the sales function to build and nurture long-term relationships, guiding customers from initial contract signing through to successful onboarding and beyond. Your mission is to understand our customers' needs, address their challenges, and identify opportunities to help them succeed with our wider portfolio of IoT products and services. You’ll be a high-performing, proactive, and self-managed individual who thrives in a fast-paced, collaborative environment.
Your Daily Quest (Key Responsibilities):🌎
- Customer Onboarding: Facilitate the smooth transition of new customers, ensuring they are onboarded effectively through platform training and coordinating support.
- Relationship Management: Build and maintain close, long-term relationships with a diverse set of customers, co-hosting regular account reviews to track performance and success metrics.
- Identify Opportunities: Proactively identify customer challenges and pain points, suggesting suitable products and services to improve their solution and experience.
- Strategic Alignment: Work closely with the local salesperson to ensure your customer success efforts align with the strategic goals for each account.
- Performance Tracking: Construct and monitor measurable success metrics with customers to demonstrate value and encourage adoption of new products/services.
- Communication & Collaboration: Act as the bridge between departments, effectively communicating customer requirements and managing expectations to ensure a seamless experience.
- Improvement & Innovation: Actively seek and incorporate customer feedback to improve our products and services, and proactively propose new strategies to enhance the customer experience.
- Goal Achievement: Work towards achieving realistic quarterly targets and objectives.
- Salesforce Management: Keep Salesforce regularly updated with all account engagements and changes.
The Secret Sauce (Key Experience & Skills):🍨
- Experience: A minimum of 3 years of demonstrable experience in either a customer-facing sales role or a customer service role.
- Problem-Solving: A natural desire to proactively help others, solve problems, and see improvements through to implementation.
- Interpersonal Skills: The ability to build rapport and achieve engagement with a wide variety of people, from different organizational levels and cultural backgrounds.
- Communication: Excellent written, face-to-face, phone, and presentation skills are essential.
- Flexibility: The willingness to work unsociable hours occasionally and travel internationally to meet with clients and teams.
- Teamwork: The ability to work effectively and collaboratively within a team.
- Time Management: Excellent time management and organizational skills to handle multiple accounts and priorities.