Customer Success Manager

Responsibilities/Requirement:

Customer Onboarding and Training

• Facilitate the onboarding process for new customers, helping them understand how to utilize our products/services effectively.
• Conduct training sessions, product demonstrations, and workshops tailored to the customer’s unique needs and use cases.
• Develop personalized success plans with key milestones to ensure a smooth transition from setup to full adoption.

Account Management and Customer Engagement:

• Serve as the primary point of contact for customers, addressing questions, providing guidance, and offering strategic insights.
• Build and maintain strong relationships with key stakeholders to ensure high customer satisfaction and retention.
• Conduct regular check-ins, business reviews, and performance evaluations to keep customers engaged and aligned with their goals.

Proactive Support and Issue Resolution:

• Proactively monitor customer health metrics, and satisfaction scores to identify potential risks.
• Collaborate with support teams to troubleshoot and resolve customer issues in a timely manner, ensuring a seamless experience.
• Act as a customer advocate by providing feedback to product, sales, and support teams, helping to improve the product and customer experience.

Customer Growth and Renewal:

• Identify and nurture upsell and cross-sell opportunities by demonstrating additional features or services that could benefit the customer.
• Drive renewals by ensuring customers realize the value of the product/service and are aligned with their business goals.
• Prepare and present renewal proposals, ROI analyses, and impact reports to key stakeholders to reinforce value.

Internal Collaboration and Process Improvement

• Partner with cross-functional teams, including Sales, Delivery, and Marketing, to ensure customers receive a cohesive and integrated experience.
• Contribute to the development of resources, documentation, and best practices to enhance the customer journey and streamline processes.
• Provide insights to the Product team regarding customer needs, feature requests, and potential areas for improvement.

Requirements:

• Bachelor degree in Business Administration / Technical Related Field or equivalent.
• 5+ years proven experience as a Customer Success, Account Manager, or a related customer-facing role, preferably within a SaaS or technology company.
• Strong understanding of the Technology/Cybersecurity Industry
• Customer Centric Mindset. Deep understanding of customer needs and a commitment to helping customers achieve their goals
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple projects and clients simultaneously.
• Results-oriented with a focus on achieving targets and goals.

Salary Range: Attractive

Employment Type: Full Time

Location: Accra