Customer Success Manager - Philadelphia, United States - Qintess
Description
A customer success manager bridges the gap between sales and customer support, enhances product value and reduces churn, and keeps a "high-level view" of the support process.
A Customer Success Manager (CSM) supports our customers as they transition from sales prospects to active users of our products or services.
It is focused on customer loyalty and building close long-term client relationships, and often staying with the same customers.Responsibilities for Customer Success Manager
- Establish clear retention goals and process milestones for the client and employees to work toward
- Assist customers as needed with setting up and navigating programs or software associated with a product or service
- Seek to promote the value of the product/service and upsell services and products with brand image and promoting value through customer experience
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives
- Enable and champion a service delivery culture, promote ongoing service improvements, to improve quality and client satisfaction
- Develop and maintain relationships with clients and stakeholders across the business to understand and deliver on new business opportunities
- Agree on, monitor and refine KPI's regarding Customer Satisfaction
- 35 years of experience in customer service / success position strongly preferred
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate for the use of the product to service to be solid
- Accountability and personal organization are essential
- Ability to establish milestones and keep all team members on task
- Experience analyzing and optimizing the existing processes, aligning and managing Customer expectations
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Demonstrated ability to deliver a culture of service excellence in an agile business; always putting our customers, our people and our business at the center of everything
