Customer Success Manager

Alaan

About the role

As a Customer Success Manager at Alaan, you will be the strategic link between our company and a diverse portfolio of high-value clients, working proactively to help them achieve success through our platform. You ll serve as a trusted advisor, managing client relationships from onboarding to long-term partnership, ensuring their goals are met, and enhancing their experience with our product. Your expertise will drive client satisfaction, loyalty, and growth in a fast-paced, start-up environment.

What you'll do

• Account Management - Successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.
• Continuous Learning and Development - Develop a deep understanding of a client s business, brand, industry, and its consumers. Apply domain/technical knowledge of the platform, best practices, and customer insights to remove blockers and proactively support customers.
• Vigilance and Awareness - Proactively track accounts to identify early warning signs of churn risk, establish internal action plans to address customer concerns and work proactively to eliminate that risk.
• Product Development - Act as an advocate for the client and bring back structured requests or feedback to the Product team and work with the product team to be one of the key contributors to define client requirements, features and improvements.
• A Constant Air of Improvement - Establish and improve service procedures, policies and standards through best practices while keeping accurate records and document customer service actions and discussions.
• Ownership - Take responsibility for positively building client relationships over time as their go-to trusted advisor.

What we are looking for

• 3+ years of proven successful experience as a Customer Success Manager in B2B SaaS / analytics.
• Proven track record - Of high-value solution client success experiences with enterprise clients from a range of industries. Experience in supporting long term, recurring revenue programs or equivalent.
• Ownership - Ability to multi-task and independently handle tasks without any follow-ups.
• Problem Solver You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.
• Passion for Business Optimization You have an interest in new technologies and in the power of data and insights as foundations for business growth. You also have a working knowledge of customer service software, databases and tools.
• Cognitive Intelligence You can think on your feet, seeing all the angles to best position our platform to best fit a client s needs.
• Client Empathy You ll be building deep, trusting relationships.
• Communication Skills - Excellent verbal, written, and presentation skills in English.
• Positivity You ve got the charisma, but not the ego, to make a good impression with a collaborative mindset.
• Curiosity - You re interested in learning more about the industry and show an outstanding curiosity towards the client base.
• Start-up Attitude You re comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth.
• Knowledge - Accounting and Finance processes is a strong plus.