Customer Success Manager - IT

Key Responsibilities:

1)Customer Relationship Management:

- Build and maintain strong, long-lasting relationships with customers in the telecom/IT domain.

- Serve as the voice of the customer within the organization, advocating for their needs and ensuring their satisfaction.

- Understand customers' business goals, challenges, and objectives to align product features and solutions that drive success.

2)Onboarding & Product Adoption:

- Oversee the onboarding process for new customers, ensuring smooth implementation and setup of IT/telecom solutions.

- Provide product training and support to customers to drive product adoption and ensure they get the maximum value.

- Develop and execute customer adoption strategies tailored to specific customer needs and business objectives.

3)Customer Support & Issue Resolution:

- Act as the primary point of contact for resolving customer queries, technical issues, and service challenges related to IT/telecom products.

- Work closely with technical teams to provide timely resolutions to issues, ensuring minimal disruption to customer operations.

- Provide proactive troubleshooting and identify potential issues before they impact customers.

4)Customer Health Monitoring & Retention:

- Monitor customer health metrics, engagement levels, and overall satisfaction to identify risks and opportunities for improvement.

- Drive customer retention by identifying opportunities to up-sell, cross-sell, and renew services.

- Implement customer success programs that promote long-term relationships and reduce churn.

5)Strategic Planning & Reporting:

- Partner with customers to develop success plans and strategies that align with their business objectives.

- Regularly check in with customers to assess their satisfaction and progress on key initiatives.

- Provide regular reports to internal stakeholders on customer health, renewals, and feedback.

6)Collaboration with Sales & Technical Teams:

- Work cross-functionally with the sales team to understand customer needs and ensure a smooth transition from sales to implementation.

- Collaborate with product and engineering teams to provide customer feedback, suggest product enhancements, and troubleshoot technical issues.

7)Customer Advocacy:

- Serve as a trusted advisor to customers, offering valuable insights and best practices in the IT/telecom space.

- Share customer feedback and success stories with internal teams to influence product improvements and service offerings.

- Represent customers at executive and internal meetings, ensuring their voice is heard in strategic decisions.