Client Success Manager

12 hours ago

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Concentrix

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Renewals Management • Technical Support • Customer Care • Cross Channel Media • Sales and Marketing

10,000+

💰 Venture Round on 1995-01

Description

• Focus on the client's overall satisfaction and long-term success. • You will build lasting relationships, understand client goals, and ensure that the product or service meets the client's needs over time. • Onboard new clients and educate them on the product/service. • Monitor client health metrics to address any issues. • Be a point of contact for clients, helping resolve issues quickly. • Gather and relays feedback from clients to improve services. • Work with clients to identify opportunities for expansion or upselling, encouraging long-term partnerships. • Work with clients, with retention, satisfaction, and growth goals. • Success is measured by client loyalty, recurring business, and overall satisfaction. • Track Goals like adoption rates, satisfaction scores, and revenue growth, using these insights to enhance tactical approaches. • Engage directly with clients to build trust, address issues, and ensure understanding of client goals. • Addresses and resolves post-sales client issues, working with SMEs to develop tailored solutions that improve client satisfaction. • Provide feedback to sales and RFP teams on client experiences, ensuring continuous improvement and agreement in service delivery. • Manage the onboarding process for new clients, ensuring rapid setup, adoption, and satisfaction with the platform. • Collaborate with clients to help them achieve platform use and long-term success. • Collaborate with our teams, adapting communication to ensure agreement from executive levels to technical and staff. • Maintain productive relationships with external vendors, clients, and partners to support cohesive client success efforts. • Conduct regular performance reviews and adapt strategies based on data-driven insights to support ongoing client success.

Requirements

• Knowledge of specific platforms like Genesys Cloud, NICE CXone, Five9, or Amazon Connect. • Omnichannel Knowledge: Proficiency in managing voice, chat, email, and social channels within the platform. • Reporting Tools: Familiarity with reporting modules or BI tools like Tableau, Power BI, or native CCaaS analytics. • Experience with tools like Salesforce, Gainsight, or Zendesk to track customer health and manage client interactions. • Incident Management: Coordinate with technical teams to resolve platform issues. • Understanding of data protection regulations like GDPR, HIPAA, or PCI-DSS as they pertain to CCaaS platforms. • Awareness of role-based access control and how it applies to CCaaS. • Knowledge of SaaS and cloud-based deployment models. • Familiarity with uptime, SLAs, and maintenance schedules for cloud services. • Bachelor's Degree • Experience making customers feel valued through quality service • Problem-Solving Skills • Manage stress and emotions in high-pressure situations. • Adjust to changing client needs, priorities, and their strategies. • Experience managing relationships with a range of customers • Work with sales, marketing, and product teams to align efforts. • Share insights and strategies with team members for collective growth. • Convince clients of the benefits of products, services, or changes. • Navigate discussions to meet client expectations while respecting company policies.

Benefits

• private medical plans • great compensation package • retirement savings plans • paid learning days • flexible workplaces