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Customer Success Manager

2 months ago

Miami FL USA, United States The Hackett Group Full time

About The Hackett Group

The Hackett Group is a leading global strategic advisory firm that helps companies improve their business performance through data-driven insights and best practices.

Job Description

We are seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for developing and maintaining strong relationships with our clients, understanding their business needs, and delivering tailored solutions to drive business growth and success.

Key Responsibilities

  • Customer Experience: Develop and execute strategies to improve customer satisfaction and retention, ensuring timely and successful delivery of our services.
  • Crisis Management: Serve as the primary point of contact for customer escalations, providing 24/7 support and ensuring prompt resolution of critical issues.
  • Operation Management: Collaborate with internal teams to coordinate customer projects, manage budgets, and provide regular status updates to senior management.
  • Business Development: Identify opportunities to upsell and cross-sell our services, driving revenue growth and expanding our client base.
  • Project Management: Lead projects from initiation to delivery, ensuring high-quality results and meeting customer expectations.
  • Service Level Management: Monitor and improve service levels, ensuring compliance with service-level agreements and driving continuous improvement.

Requirements

  • Proven experience in customer success, account management, or a related field.
  • Strong project management and coordination skills.
  • Excellent communication and relationship-building skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong analytical and problem-solving skills.
  • Leadership skills and ability to motivate teams.

What We Offer

The Hackett Group offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.