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Customer Success Manager
6 months ago
Overview:
Were seeking a Customer Account Manager to serve as first point of contact for customer queries, supporting and managing requests. You will gather information from our technical teams and communicate findings and resolutions directly to the customer via phone, email, and chat. This role works directly with the Customer Account Manager and is responsible for accounts reporting and client database maintenance.
Driving exceptional outcomes with purpose-built solutions.
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. Were problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
Tek Experts is part of TeKnowledge where innovation meets purpose. Were transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
Tek Experts is part of TeKnowledge where innovation meets purpose. Were transforming the tech landscape globally, delivering advanced technology services, cybersecurity expertise, and unmatched technical skilling, tailored to the unique landscapes of public and private sectors.
Responsibilities:The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success . As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each others goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.
This role will:
- Serve as single point of contact for customers, supporting client customer service by gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions.
- Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
- Interact and collaborate cross-functionally with internal teams to resolve cases, including Support Renewals, Marketing, Support Delivery, and Product Management.
- Maintain the client database, keeping customer information reconciled and up to date.
- Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.
Qualifications:
Sales Support & Customer Care is a good fit for you if:
- Youre customer-obsessed, take the initiative, and exceed expectations.
- You have a passion for IT solutions & service.
- Youre proficient in both written and spoken English (being bilingual is preferred).
- You have excellent communication and negotiation skills.
- Youre self-motivated and accountable for meeting your obligations.
- Youre good at maintaining positive working relationships.
- You have experience in multicultural environments.
In this role:
- Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support are required.
- Proficiency in both written and spoken English required.
- Higher-level education in a technology discipline or technical certifications preferred.
- Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc., required.
- Experience in customer care, pre-sales, account management, quality assurance, or IT required.
- Customer obsession, initiative, and drive to exceed expectations required.
- Creativity, adaptability, and strong problem-solving skills required.
- Ability to work independently but know when to collaborate required.
