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Customer Success Manager

2 months ago

Atlanta, Georgia, United States Clever Devices Ltd. Full time
Job Overview

Clever Devices Ltd. is at the forefront of transit technology, committed to enhancing global mobility. Our mission is to deliver innovative solutions that elevate the quality of transportation in communities worldwide.

Role Summary

As the Customer Success Manager, you will play a pivotal role within the Customer Success Management division. Your primary responsibility will be to orchestrate the strategy and implementation of our customer success initiatives, ensuring that clients derive optimal value from Clever Devices' offerings. You and your team will act as the customer's advocate within the organization, promoting product adoption, managing service delivery, and executing projects that showcase value to our clients.

Key Responsibilities
  • Lead a team of Customer Success Managers, guiding their daily operations and refining processes to ensure effectiveness.
  • Collaborate with various departments, including Account Management, System Engineering, Product Management, and Support, to address customer concerns and relay their needs.
  • Oversee the service agreement renewal process, fostering and expanding relationships with existing clients.
  • Conduct regular meetings with customers to present performance metrics, trends, and actionable insights.
  • Utilize customer feedback to enhance satisfaction and drive continuous improvement.
  • Manage the operational runbook for assigned accounts, ensuring adherence to service level agreements.
  • Facilitate onboarding processes for new customers and ensure accurate information across all platforms.
  • Identify opportunities for additional training and support to enhance user adoption.
  • Monitor financial performance at the account level and report on key metrics.
Qualifications

The ideal candidate will possess:

  • A Bachelor's Degree in a relevant field.
  • Extensive experience in Customer Success or a related discipline.
  • Strong leadership and managerial capabilities.
  • Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
  • Proficiency in Microsoft Office Suite and familiarity with IT systems.
  • A customer-centric mindset with a proven track record of enhancing client satisfaction.
Additional Information

This position requires a commitment to maintaining confidentiality and exercising discretion in accordance with company policies. The Customer Success Manager will play a crucial role in ensuring customer loyalty and satisfaction through effective relationship management.

Clever Devices Ltd. is an Equal Opportunity Employer.