Customer Success Manager

Résumé du poste

The Customer Success Manager drives customer retention and satisfaction by analyzing health metrics, usage data, and engagement trends. They collaborate with cross-functional teams to resolve customer issues, manage escalations, and support lifecycle initiatives.

Détails du poste

Job Description The Customer Success Manager plays a critical role in driving customer retention, satisfaction, and growth by leveraging data, insights, and cross-functional collaboration. This position is responsible for analyzing customer health metrics, identifying trends and risks, supporting customer success initiatives, and providing actionable recommendations that improve the customer experience and business outcomes. Responsibilities Monitor and analyze customer health scores, usage data, renewal metrics, and engagement trends. Develop dashboards and reports to track customer success KPIs. Identify at-risk customers and provide recommendations for proactive intervention. Analyze churn, retention, and expansion opportunities. Serve as a point of contact for customer inquiries, product questions, and escalations. Monitor and analyze support ticket trends to identify recurring customer issues and opportunities for process improvement. Collaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns. Track support SLAs and customer response times to maintain high service standards. Assist in managing escalated customer cases and provide proactive communication throughout the resolution process. Document customer-reported issues, feedback, and feature requests to support product enhancements. Conduct root-cause analysis of support cases and recommend preventative measures. Partner with Customer Success Managers (CSMs) to optimize customer lifecycle management. Support onboarding, adoption, renewal, and customer advocacy initiatives. Track customer engagement and product utilization. Assist in developing customer success strategies based on data-driven insights. Communicate customer needs and trends to internal stakeholders Support process improvement initiatives that enhance operational efficiency and customer experience Qualifications • Degree in computer science or business management and related fields • 5+ years of BA experience • Familiar with Agile methodology, ASAP methodology and Design Thinking • Having excellent problem-solving skills to identify improvement opportunities and suggest product road maps • Ability to work as an individual contributor as well as a team player • Requires cross platform integration knowledge • Experience with SAP technologies is a plus • Experience with full life-cycle implementations

Ce que vous ferez

The Customer Success Manager drives customer retention and satisfaction by analyzing health metrics, usage data, and engagement trends. They collaborate with cross-functional teams to resolve customer issues, manage escalations, and support lifecycle initiatives.

Exigences

Candidates must hold a degree in computer science or business management and possess over 5 years of business analysis experience. Proficiency in Agile, ASAP, and Design Thinking methodologies is required, with SAP experience considered a plus.

Compétences indiquées

• Résolution de problèmes · Souhaitée
• Analyse de données · Souhaitée
• Technical Support · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Success
• Data Analysis
• KPI Tracking
• Churn Analysis
• Retention Strategy
• Agile Methodology
• ASAP Methodology
• Design Thinking
• Problem-solving
• Cross-platform Integration
• SAP Technologies
• Full Life-cycle Implementations
• Technical Support
• Product Roadmaps
• Stakeholder Management
• Process Improvement
• Root Cause Analysis
• Dashboard
• Communication
• Key Performance Indicators (KPIs)
• Management
• Problem Solving
• SAP Applications
• Customer Service
• Customer Success Management
• Cross-Functional Collaboration
• Computer Science
• Operational Efficiency
• Service Standards
• Customer Inquiries
• Customer Engagement
• Customer Lifecycle Management
• Customer Retention
• Customer Advocacy
• Issue Tracking

Domaines d’emploi

• Customer Service & Support
• Technology
• Software
• Data & Analytics
• Management & Leadership
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers