Customer Relations Manager
Dafater -
Heliopolis, CairoPosted 4 years ago197Applicants for1 open position
- 135Viewed
- 18In Consideration
- 90Not Selected
Job Details
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Job Description
- Own overall relationship with assigned clients, which include increasing adoption, ensuring retention, and satisfaction.
- Establish a trusted/strategic adviser relationship with each assigned client and drive continued value of our products and services.
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Work to identify and/or develop upsell opportunities.
- Advocate customer needs/issues cross-departmentally.
- Program manage account escalations.
Specific Objectives:
- Handling support requests & following up on tickets handed to technical team.
- Management & delivery of training and implementation services (setting up subscription, uploading data, etc)
- Renewal management
- Idle Customers Handling (E.g. Two weeks no login)
- Identify & log customer challenges
- Use personal and professional judgment and tools to pamper customer
- Propose Solutions for the above
- Customer Satisfaction Reporting
- Use pre-defined metrics to measure customer satisfaction
- Customer Boarding Success Management
- Use personal and professional judgment and tools to board customers
- Increase early system engagement through close follow-up on early usage
- Suggest and build operations to support the execution of all points above
Job Requirements
- Five to 10 years of experience in customer success field.
- Flexibility to travel based on business needs several times a year.
- Highly organized and able to multi-task.
- Excellent communication and interpersonal skills.
- Demonstrate leadership qualities.
- Knowledge of customer success processes.
- Patient and active listener.
