Customer Success Manager

Description:

The Customer Success Manager will be responsible for overseeing the growth and development of the Product Implementation and Client Support departments. This role requires a strategic thinker with a strong focus on ensuring effectiveness and efficiency within the departments. The ideal candidate will have excellent problem-solving skills, the ability to conduct root cause analysis, and the capacity to develop best practices for effective task management. The Customer Success Manager will also play a key role in identifying areas for improvement, fostering a positive and collaborative team environment, and ensuring that client needs are met with the highest standards.

KEY TASK & RESPONSIBILITY

• Lead and manage the Product Implementation and Client Support departments, ensuring their growth and development.
• Proactively identify and escalate issues and stuck implementations to ensure timely resolution.
• Conduct thorough root cause analyses to identify and address underlying issues.
• Develop and implement best practices for effective task management within the departments.
• Identify areas for improvement and work towards enhancing departmental processes and procedures.
• Conduct regular team meetings to review progress, discuss challenges, and escalate stuck tasks.
• Build and maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.
• Prepare and present regular reports on departmental performance, highlighting key achievements and areas for improvement.
• Foster a positive and collaborative team environment, encouraging open communication and teamwork.
• Monitor and enhance the efficiency and effectiveness of departmental operations.
• Perform other duties as assigned to support the overall success of the company.

CANDIDATE PROFILE

Education:

Bachelor’s degree in Business Administration, Management, or a related field.

Experience:

Overall, 5 years of experience and 3 years of proven experience as a Customer Success Manager or in a similar leadership role.

Skills:

· Strong leadership and team management skills.

· Excellent interpersonal and communication skills.

· Ability to develop and implement effective task management strategies.

· Strong problem-solving and decision-making abilities.