Customer Success Manager

Website Optizm Global

Job description:

  • Customer success metrics gathering and reporting
  • Customer success outreach, communications, and coordination
  • Customer account and opportunity management
  • Product advocate, coordination, and management
  • Customer onboarding coordination and service delivery
  • Oversight of customer support SLA’s
  • Using Customer Success tools and processes to gather data and metrics to be used in improving customer value, adoption, retention, usage, and churn
  • Surveying customers with tools and processes that will lead to increased customer learnings and improved customer interactions
  • Analysis and interpretation of Customer Success metrics to be used for internal and external reporting
  • Organizing product demos between customers and solution engineers
  • Participating in sprint planning meetings and daily scrum calls
  • Translating customer requirements into user stories and help track them through the release process and assist in the communication of those new features and capabilities to the customer
  • Help to facilitate that high-quality features, functionality, and components are delivered to customers and help ensure that that high value and benefit of the platform is being achieved and that customer use cases are being met or exceeded
  • Be the voice and advocate of the customer and help in the translation of customer needs into product vision
  • They will also focus on customer feedback and provide that to the dev teams via sprint meetings, scrum calls, etc.
  • Capturing, analyzing, and translating customer feedback for technical teams and solution engineers
  • Coordinating with internal teams to help in creating platform documentation and collateral for use in Sales, Marketing, and Customer Success efforts
  • Coordinate and at times lead customer onboarding processes and be able to manage related tasks, resources, and communications
  • Assist in product or platform release activities such as scheduling and coordinating platform demo’s and preparation and distribution of platform release notes and documentation
  • Partner involvement, communication, and coordination

 

Other specific and desirable skills, traits, and experience are:

 

  • Bachelor’s degree in Computer Science, Management Information Systems, Mathematics, or related field
  • Proven experience and familiarity with Microsoft Office tools and technologies
  • Minimum of 8 years of experience in Project, Portfolio, or Service Delivery Management
  • Understanding of project management principles and best practices preferred
  • Highly effective communication skills. They need to maintain a seamless, transparent communication with various stakeholders across the company.
  • Excellent interpersonal skills to build meaningful relationships across teams. From customers to senior management, they need to listen, speak, and question accordingly
  • Empathize with customers, notice their genuine needs, spot the possibilities of success, and translate that into features, capabilities, or processes.
  • Must balance various aspects with others to get results. They need to collaborate with others to meet their goals. This cross-collaboration is required to get what the customer wants.
  • Need to be technically sufficient at a high level and aware of various technologies used in the platform and what purposes they serve and how they add to the value proposition of the Matchbook platform, they do not necessarily need to know how to use these tools or be technically proficient in their use.
  • Be a self-starter with and be able to multi-task and be functionally productive and efficient while working across teams
  • Be friendly, enthusiastic, thoughtful, and empathetic in your professional communication
  • Be full of grit with a competitive spirit! This role is challenging. We need driven team members.
  • Be comfortable in a fast-paced, high energy, ever changing environment

To apply for this job email your details to optizmglobal@gmail.com

Anshuman Sinha

I am an Entrepreneur and Angel Investor. Board Member of TiE SoCal Angels Fund, and CEO @ Optizm Global, the executive search firm. We are a Right Fit Recruitment & Placement Agency.

I'm the Co-Founder of "StartupSteroid" the platform to connect founders with investors.

As an Angel Investor I look for Business Plan, Cashflow, Core Team, Board of Advisors, Secure IP, Quality Investors, Monetization Models, USP, Scalability, Strong Returns, Growth Market, and Board Role.