Customer Success Manager-Software Sector

Main Functions:

• The primary point of contact between G2K and the customer. 
• The CSM collects customer requirements.
• Documents those requirements for internal departments and ensures the services detailed in the services agreement and statement of work are delivered to the customer and the customer’s software providers on a timely basis. 
• The CSM is responsible for ongoing support and account maintenance for the customers assigned to him/her.

Job Description

• Handle customer inquiries & requests completely and accurately.
• Cooperating with technical teams in Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided.
• Managing customer complaints including their recording, management, escalation (where necessary) and resolution by working closely with incident managers.
• Anticipate customer needs and go above and beyond to ensure an efficient, seamless customer experience.
• Resolve customer complaints and issues if possible at the first call to meet customer satisfaction.
• Collaborate with other team members to ensure consistent and seamless services to G2K customers.
• Update customer information during and after each correspondence.
• Maintain data protection and confidentiality for both staff and customers.
• Contact & constantly follow up with potential leads.
• Optimize the opportunity of each customer contact and offers excellent service.
• Build a long-term relationship with our existing customers.
• Interact with users on all communication channels.
• Inform clients by explaining procedures; answering questions; providing information.
• Research new methods to enhance the customer experience.
• Establishing and maintaining a constructive relationship between G2K (service provider) and the customer, based on understanding the customer and their business drivers.
• Measuring, recording, analyzing and improving customer satisfaction