Customer Success Manager
Medas Middle East Software Solutions
Total years of experience :2 years, 6 Months
On-boarding and training new customers: Ensuring that new customers have a smooth on-boarding experience, and providing them with the necessary training to use the product/service effectively.
•Building and maintaining customer relationships: Establishing a strong relationship with customers, acting as their primary point of contact, and maintaining regular communication to understand their needs and provide support.
•Ensuring customer satisfaction and success: Ensuring that customers are satisfied with the product/service, and helping them achieve their desired outcomes by providing support, guidance, and best practices.
•Up-selling and cross-selling: Identifying opportunities to up-sell or cross-sell additional products or services to existing customers, based on their needs and usage patterns.
•Analyzing customer data: Analyzing customer data and usage patterns to identify potential issues or areas for improvement, and proactively addressing them to ensure customer success.
•Collaborating with internal teams: Collaborating with sales, marketing, and product teams to ensure a coordinated approach to customer success and to identify opportunities to improve the product/service offering.
•Develop a trusted advisor relationship with customer stakeholders, channel partners, and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.
•Proactively monitor technical support cases and ensure they are being services within predefined service level agreement.
•Flexibly available 24x7 to customers during high priority outage, align required technical resources; provide continuous update to all internal and external stakeholders, prioritize and escalate as necessary to ensure issue are resolved efficiently and quickly.
•Manage all post-sale technical activities inside assigned customer accounts.
•Ensure support contracts and product renewals for continues revenue growth.
•Act as an escalation manager for high severity and critical issues.