Customer Success Manager Role
This position focuses on delivering high-quality customer experiences and driving revenue growth. The ideal candidate will have a strong track record of leadership experience, excellent customer service skills, and the ability to manage complex projects.
Key Responsibilities:
* Develop and maintain strong relationships with clients to achieve high satisfaction scores.
* Manage all aspects of the Strategic Triangle – Customer Satisfaction, Employee Engagement, and Profitability.
* Forecast team costs and project revenues, and implement corrective measures as needed.
* Work with cross-functional teams to agree strategy for assigned accounts and input into service design and implementation.
* Maintain standards for ISO 20000 & compliance & best practices across the team.
* Manage customer escalations, issues, problems, and requirements.
* Achieve targets and improvement initiatives for customer satisfaction.
* Explore and drive opportunities within existing customers for new/additional work.
Requirements:
* At least 5 years of leadership experience.
* Strong customer service/relationship management experience in a similar role.
* Microsoft infrastructure experience in a Managed Services environment.
* Experience in Service Delivery in IT Services preferably infrastructure.
* Strong track record in driving revenue opportunities.
* Resource Management experience: performance management, workload distribution, team development, knowledge management.
* Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs.
* Experience in pre-sales both leading and contributing (contracts, tenders, bids).