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Customer Success Manager-Softwar...

Caelum Egypt - Dokki, Giza

Customer Success Manager-Software Sector

Caelum Egypt - Dokki, GizaPosted 28 days ago
72Applicants for1 open position
  • 72Viewed
  • 13In Consideration
  • 58Not Selected

Job Details

Experience Needed:
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Skills And Tools:

Job Description

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

Job Requirements

Requirements:

  • Bachelor’s degree required, business or Engineering degree preferred.
  • Proven history of solutions delivery
  • Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
  • Proven ability to collaborate and build strong relationships with customers especially at the Executive level.
  • Excellent verbal and written communication skills, including the ability to chair meetings and host online executive escalations.
  • Excellent Presentation skills
  • Excellent organization, time management, and communication skills

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