A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. The job is to work closely with customers to ensure they are satisfied with the services they receive, to improve upon areas of dissatisfaction and lead the way in the customer digital transformation journey.
Solution offering: Office 365 (Microsoft 365)
Elaborate the customer business critical scenarios in personal productivity, collaboration, mobility, unified communications, security and business intelligence.
Drive piloting of new innovative scenarios, their adoption and deployment within customer organization.
The core function of the job: plan, co-ordinate and control the activities of the customer service teams to maintain and enhance customer relationships and meet organizational and operational objectives.
Customer Success Manager provides support to customers with the goal to keep customers satisfied with the products and services.
Customer Success Managers should possess outstanding interpersonal skills and be strong leaders. They need to be highly organized and have experience directing others. They should also be excellent communicators both orally and in writing.
Main Job Tasks and Responsibilities
develop and implement customer service policies and procedures
define and communicate customer service standards
review and assess customer service contracts
oversee the achievement and maintenance of agreed customer service levels and standards
interact with account manager, solutions sales professionals, project managers and engineers involved in delivery of the services to the customer – execute joint account plannings and account reviews
direct the daily operations of the customer service team
plan, prioritize and delegate work tasks to ensure proper functioning of the department
ensure the necessary resources and tools are available for quality customer service delivery
review customer complaints
track customer complaint resolution
handle complex and escalated customer service issues
monitor accuracy of reporting and data base information
analyze relevant data to determine customer service outputs
identify and implement strategies to improve quality of service, productivity and profitability
liaise with company management to support and implement growth strategies
co-ordinate and manage customer service projects and initiatives
ensure budget requirements are met
identify and address staff training and coaching needs
Education and Experience
relevant bachelor's or master’s degree
customer service experience
in-depth knowledge of customer service principles and practices
in-depth knowledge of customer service software, databases and CRM tools
Current with relevant technology trends and applications
proficiency in MS Office applications
experience in use of social media platforms
product knowledge (Office 365 / Microsoft 365)
customer service focus
problem analysis and problem-solving
planning and organizing
Customer Satisfaction Score (NSAT)
By applying to this position, you are being considered for multiple like positions. Position specifics, including hiring team, location and position details, will be determined during the interview process. The job description should make clear the job responsibilities and required qualifications.