Customer Success Manager Professional
4 days ago
About the Role
\The Customer Success Manager plays a vital part in ensuring that our clients are satisfied with our services. This involves supporting customers, building close relationships, and taking ownership of processes.
\This role requires a customer-centric individual with a technical aptitude. The CSM will work directly with clients to help solve their problems and ensure their satisfaction. They will also work closely with other employees to address customer questions and concerns in a timely manner.
\Key Responsibilities
\- Act as a technical liaison between the company and the client.
- Support in the day-to-day operations of the clients.
- Respond to reported service incidents, identify the cause, and initiate the incident management process.
- Prioritize incidents according to their urgency and influence on the business.
- Build long-term relationships with existing clients and identify new opportunities.
- Analyze customers' needs and suggest upgrades/additional features to meet their requirements.
- Be in charge of post-sales support activities.
- Gather requirements, implement, and deliver solutions with best practices.
- Take ownership of critical incidents, coordinate with internal/external stakeholders, and establish effective communication between different parties for post-incident reviews.
- Develop and conduct relevant and regular technical training for all Talentera's clients.
- Maintain an active and regular dialogue with the team to ensure the team's objectives and processes are being met.
- Attend customer meetings regularly with the sales force and core team to outperform budget and improve processes.
- Assist in preparing materials that clearly outline the processes and systems for the career portal.
- Invest time in studying and thinking about continuous improvement strategies.
- Continually assess progress and adequacy on all processes and procedures and suggest alternatives that may serve the products and company vision better.
- Set up, administer, and configure Talentera's solutions per client's inputs.
- Lead workgroups, forums, and an environment for innovation and ensure the project management thereof.
- Ability to multi-task, considering the job involves working on several assignments in parallel.
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