Customer Success Manager

The ideal candidate for this position will be responsible for representing the company’s brand as effectively as possible. This will include developing customer relationships that promote retention and loyalty, acceleration of generating business leads through successful email marketing campaigns, and developing a strategy to execute all external communications. The outcome of these goals will lead to greater demand for the company’s services.

Responsibilities

• First point of contact for Trackxi customer issues and find timely resolutions
• Provide quick and benchmark turn around response times for customer requests
• Manages client expectations, bringing concerns to clients’ attention before they become problems, offering potential solutions, and advising of potential delivery delays.
• Plan, develop and coordinate Training to improve product usage
• Provide regular updates to clients regarding trackxi and campaigns that directly affect each client.
• Work effectively with internal stakeholders (Tech and Sales teams) to identify product insights and opportunities for ensuring customer delight.
• Monitor product usage and educate customers to enhance product usage.
• Encourage revenue growth by inspiring clients to purchase additional services, referrals and obtaining leads.
• Become a reliable point of contact for each client that is required to establish a strong business relationship.
• Monitor and measure client satisfaction via weekly/monthly reports.

Requirements

• Customer centric thinking and obsession to great customer experience.
• Empathetic, ability to listen and clearly understand customer concerns and ability to develop and deliver solutions that delight the customers
• Ability to identify opportunities for growth and incremental opportunities with clients
• Ensure customer satisfaction with Positive and passionate attitude
• Strong communication skills – oral and written
• Excellent follow-up skills and timely responses
• Must demonstrate the ability to meet deadlines and work under pressure
• Proven work experience of 0 – 2 years in customer success team
• Available to work in the US time zone.
• Comfortable communicating with customers via phone for support and assistance.