Description review
Customer Success Manager - Customer Happiness
MyOperator · United States · back to the listing
HR standards
39/100
poor
Title ↔ description
60/100
needs work
Reads as
Customer Success Manager
100% confident
What this role officially is
client relations manager — ESCO, the EU occupation classification
Client relations managers act as the middle person between a company and its customers. They ensure that the customers are satisfied by providing them with guidance and explanation on their accounts and services received by the company. They also have possible other tasks such as developing plans or delivering proposals.
Also known as: customer service executive, client service manager, client relationship manager, customer service representative, consumer relations manager, client manager
How others title the same work
Large employers
- Customer Solutions Manager, EDU & SLG Western Region - CSM Amazon.com
- Technical Account Manager, Newspack Automattic
- Customer Success - Team Manager Canonical
- Enterprise Customer Success Manager (Japanese speaker) Canonical
- Graduate Customer Success Manager Canonical
Startups
- Manager / Director of Customer Success Craniometrix
- Founding GTM - Deployment Strategist Credal.ai
- Deployment Strategist (Munich Office) Dataleap
- Founding Customer Success Manager Clicks Health
- Founding Deployment Strategist Closure
What the listing never says
- 21 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
This is a remote position.
The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She1 will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients.
Key Responsibility Area
• Lead the Customer Success Happiness function by training, engaging and developing your team
• Manage the daily activities of Team Leads and below.
• Working on new strategies to improve the overall customer experience, and NPS score.
• Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
• Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
• Interacting with the Sales team to work on inter-departmental challenges
Key Performance Indicators
• To increase the count of references to 100% per CSM within 6 months
• To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
• To increase the MRR of the non enterprise clients to 20%
• To increase the product usage
Requirements
• Postgraduate in MBA.
• A customer-focused mindset, putting the customer experience first in every action you take
• Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
• Has been in the leadership role of the similar profile from past 7-10 years
• Experience working in a B2B SaaS based Organisation
• Technically proficient
• Excellent listening skills
• Ability to effectively communicate at all levels of the organization.
• Excellent problem-solving skills
• Extremely process-oriented
• Experience leading, coaching, and empowering your team to do their best work
Originally posted on Himalayas
The Manager Customer Success will work closely with the Team Leads - Customer Success/support to improve the overall customer experience and to enhance the working of the internal team members. He/She1 will be reporting to the Senior Manager - Customer Support and mainly work with them to improve the c-sat score and NPS of the existing clients.
Key Responsibility Area
• Lead the Customer Success Happiness function by training, engaging and developing your team
• Manage the daily activities of Team Leads and below.
• Working on new strategies to improve the overall customer experience, and NPS score.
• Responsible for the overall functioning of the processes including onboarding, feedbacks, ticket response time etc
• Coordinating with the marketing department to strategize ways to increase post-sales interactions with clients.
• Interacting with the Sales team to work on inter-departmental challenges
Key Performance Indicators
• To increase the count of references to 100% per CSM within 6 months
• To reduce the percentage of churn rate to 30% of present churn rate and maintain the same for subsequent months within a year.
• To increase the MRR of the non enterprise clients to 20%
• To increase the product usage
Requirements
• Postgraduate in MBA.
• A customer-focused mindset, putting the customer experience first in every action you take
• Exceptional account management and customer service skills backed up with excellent written and verbal communication skills
• Has been in the leadership role of the similar profile from past 7-10 years
• Experience working in a B2B SaaS based Organisation
• Technically proficient
• Excellent listening skills
• Ability to effectively communicate at all levels of the organization.
• Excellent problem-solving skills
• Extremely process-oriented
• Experience leading, coaching, and empowering your team to do their best work
Originally posted on Himalayas