Customer Success Manager (CSM)

NexsysOne

RESPONSIBILITIES:

• Customer Onboarding: Oversee the onboarding process to ensure new customers are successfully integrated and start seeing value from the product or service.
• Account Management: Develop and maintain strong relationships with key customers, understanding their needs and ensuring they are met.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and driving improvements based on feedback.

Performance Monitoring and Improvement

• KPI Tracking: Monitor key performance indicators related to customer satisfaction, retention, and success. Use data to drive improvements and report on outcomes.
• Feedback Loop: Implement systems to gather, analyze, and act on customer feedback, ensuring continuous improvement in customer experience.
• Customer Health Monitoring: Identify and address potential issues before they lead to customer churn by analyzing customer health scores and engagement metrics.

Project Handling

• Perform requirement gathering, delivery between customers and the organization
• Coordinate and plan internal resources to ensure successful delivery.
• Close association with all teams to ensure existing customer sprints are delivered
• Collect customer requirements, design appropriately, and coordinate with the Development team. Must ensure that deployment needs are met
• Liaise between the client and the provider: to ensure the timely and accurate production of project documents, preparing invoices, and handling client inquiries
• Update internal tracking and reporting systems: Jira, OS Ticket, etc.

Customer Retention and Growth

• Churn Reduction: Develop strategies to minimize customer churn and increase retention by addressing root causes and enhancing customer satisfaction.
• Upsell and Cross-sell: Identify opportunities for upselling or cross-selling additional products or services based on customer needs and usage patterns.

Customer/Client Relations:

• Generate Internal and External Reports: Produce and deliver accurate reports for both internal teams and external stakeholders.
• Document Meetings and Correspondence: Record meeting minutes (MOMs), manage correspondence, and prepare project reports for customers and stakeholders.
• Maintain Customer Relationships: Sustain active and productive relationships with customers to ensure ongoing satisfaction and engagement.
• Facilitate Communication: Conduct effective communication with customers to address their needs and provide timely updates.
• Organize Customer Demos: Plan and execute customer demonstrations to showcase the product s capabilities and new functionalities.
• Present Product Features: Present existing and new product features to the customer team, highlighting their benefits and relevance.
• Monitor Product Performance: Assess product performance and assist in the product acceptance process by the customer.
• Support Master Users: Provide support to master users as required, ensuring they can effectively utilize the product.