Customer Success Manager
Glow Beauty on Demand
Date: 1 day ago
City: Riyadh
Contract type: Full time
Overview
Customer Success Manager (CSM) plays a crucial role in ensuring client satisfaction and retention by guiding them through their journey with our services, from onboarding to long-term usage. They build relationships, address concerns, and identify opportunities for growth and expansion.
Responsibilities
Customer Success Manager (CSM) plays a crucial role in ensuring client satisfaction and retention by guiding them through their journey with our services, from onboarding to long-term usage. They build relationships, address concerns, and identify opportunities for growth and expansion.
Responsibilities
- Customer Onboarding and Training: guiding new customers through the initial stages of adoption and ensuring they understand how to use the product or service effectively.
- Relationship Management: building and maintaining strong, trusting relationships with key client stakeholders.
- Proactive Issue Resolution: identifying potential problems early and working to solve them before they impact customer satisfaction.
- Performance Monitoring: tracking and analyzing customer usage, identifying trends, and flagging areas for improvement.
- Customer Success Planning: helping clients develop and achieve their goals using the product or service.
- Up-selling and Cross-selling: identifying opportunities to expand client relationships and increase revenue.
- Internal Collaboration: working with sales, product, and other internal teams to ensure client success.
- Feedback Collection: gathering customer feedback and providing it to internal teams to improve the product or service.
- Technical Expertise: possess a deep understanding of cybersecurity frameworks, products, and services.
- Solution Design: develop and present tailored security solutions that meet client needs, often including designs, proposals, and technical documentation.
- Customer Engagement: build relationships with clients, understand their challenges, and offer expert advice.
- Sales Support: work closely with the sales team to qualify opportunities, prepare proposals, and assist in closing deals.
- Product Demonstrations: conduct product demos and proof-of-concept sessions to showcase solutions.
- Requirements Gathering: collect and analyze customer requirements, conducting workshops and presentations to understand their needs.
- Commercial Documents: assist in creating and updating commercial documents like RFPs and RFIs.
- Staying Current: keep up with industry trends, competitor offerings, and emerging technologies.
- Collaboration: work with internal teams, partners, and vendors to ensure successful solution delivery.
- Entry level
- Full-time
- Information Technology
- IT Services and IT Consulting
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