Customer Success Manager
il y a 2 semaines
**Job description**: The Customer Success Manager will manage to:
- Drive client satisfaction and retention, through effective coordination of client services.
- Ensure overall satisfaction of our customers and users.
- Prioritizing client follow-ups and managing request queues.
- Manages the on-going client relationships by arranging site-visits, meetings, conference calls, training services, and SLA proactive services (i.e. System Health Checks, On-site Interventions) and SLA renewals.
- Build trusted advisor relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, while creating new revenue opportunities.
- Ensure each customer’s needs align with service strategy while tracking success against defined goals.
- In coordination with Head of Technical Service Operations, coordinate global operations and handovers between regions.
- Assist in the Service Delivery process definition and actively participate in continuous improvement implementations.
- Monitor both quantitative and qualitative key performance indicators
- Proactively identify ways to enhance performance.
- Ensure services continue to adhere to contracts and communicate expectations.
- Coordinate with clients and sales managers on services to be provided.
- Gather information from clients about changing business conditions and feed information about anticipated program impact to operations management.
- Reviews operating statistics regularly, to ensure client and EVS goals are being met in areas of event support, service level agreements, and/or general client specific standards of performance.
- Monitor operational activity - volumes/metrics, corrective action reporting, performance plans, trends, client/project changes, etc.
- Responsible for developing customer relationships that promote retention and loyalty.
- Provide consultation to customers with the goal of keeping customers satisfied with the business’s products.
- Demonstrate the value of services to clients by interpreting service results.
- Identify operational challenges & work to find a solution that addresses both the clients' short term & long-term needs.
- Devise engagement plans that consider customer business goals and map software capabilities to achieve these goals.
- Assist in developing and defining expectations of services to improve offerings.
- Assist in recommending new customer subscriptions and additional service offerings.
- Develop and leverage strategies to ensure consistency in customer care.
- Developing and achieving performance goals and objectives to meet and ultimately exceed customer satisfaction.
- Monitoring incoming requests and directing them to the proper teams.
- Stay in tune with industry trends to identify potential needs and offerings.
- Set expectations and lead implementation of services to bring on effective support enhancements.
**Profile**:
- College or University degree in Broadcast engineering, TV Production, computer science or a related field preferred.
- Minimum of 5+ years of experience in technology support related field.
- 5+ years’ experience in a client-facing role, successful experience managing customer service operations with demonstrated progressively increasing responsibility.
- Proven track record working with customers on projects - meeting and/or exceeding performance goals.
- History of leading cross-functional teams.
- Technical Skills :_
- Ability to build relationships with clients while thinking strategically to meet business goals.
- Ability to provide technical consultation on board line of products and platforms.
- Ability to clearly document and analyze customer concerns and issues.
- Ability to balance competing priorities and manage multiple customers/projects at the same time.
- Respect, approachability, and dedication to customer service is essential.
- Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines.
- 5+ years of existing EVS Product knowledge is a plus.
- General technical knowledge of the following is desired:
- IP Computer Networking.
- Computer OS knowledge of Windows, MacOS, Linux.
- Understanding of broadcast production and technologies, including media file standards.
- Previous experience with Technical Support, Field Service, Technical Operations, Help Desk or professional services.
- Soft skills:_
- Strong communication and interpersonal skills.
- Excellent analytical skills.
- Customer oriented with a focus on quality.
- Excellent communication and listening abilities.
- Ability to interact and collaborate with key stakeholders within client organizations.
- Excellent interpersonal skills, with the ability to communicate efficiently with individuals at all seniority levels.
- Comfortable with presenting to clients, big and small, both in-person and virtually.
- Ability to deliver results under pressure, work independently, and take ownership
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