Senior Customer Success Manager

4 weeks ago


Pompano Beach, Florida, United States ITrade STEM Full time
Job Title: Senior Customer Success Manager

ITrade STEM is seeking a highly skilled Senior Customer Success Manager to join our team. This role is responsible for ensuring customer success and satisfaction by managing customer onboarding, support, and implementation processes.

Key Responsibilities:
  • Manage customer onboarding and implementation processes to ensure smooth transitions and successful deployments.
  • Develop and maintain strong relationships with customers to understand their business goals and objectives.
  • Collaborate with cross-functional teams to address customer needs and feedback.
  • Monitor customer engagement and usage metrics to identify opportunities for improvement and growth.
  • Lead project management efforts for customer implementations, ensuring timely completion and within scope.
  • Act as an advocate for the customer within the organization, providing insights and feedback to improve product offerings and customer experience.
  • Facilitate regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for upselling or cross-selling additional products and services.
Requirements:
  • Bachelor's degree in Business, Marketing, or a related field; relevant experience may be considered in lieu of a degree.
  • 5+ years of experience in customer success, account management, or a related field, preferably within a SaaS or technology company.
  • Strong project management skills, with the ability to manage multiple customer implementations simultaneously.
  • Excellent communication and interpersonal skills, with a customer-centric mindset and the ability to build rapport with clients.
  • Experience in managing customer onboarding and support processes, with a focus on ensuring customer satisfaction and success.
  • Familiarity with product management principles and the ability to understand technical aspects of the product.
  • Ability to analyze customer data and metrics to drive insights and improve customer engagement.
  • Strong problem-solving skills and the ability to navigate complex customer situations effectively.


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