Customer Success Manager - Alan

at  XTEL

POSITION OVERVIEW:

We are seeking a dynamic and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our customers, ensuring their success and satisfaction with our software solutions. You will serve as a trusted advisor to our clients, helping them maximize the value of our software, driving adoption, and ultimately contributing to their long-term success. You will secure retention and renewal of existing contracts and work collaboratively with our Sales team to uncover and covert opportunities to grow our business with existing customers.

EXPERIENCE AND QUALIFICATIONS:

• BSc in Computer Science, or a related field (Master’s degree preferred).
• Proven experience in a customer-facing role within the enterprise software industry, with a strong track record of driving customer success and satisfaction.
• Substantial experience in large scale enterprise software implementation programs ideally gained with a major consulting firm or SI specialist
• Deep technical understanding of enterprise software solutions and the ability to effectively communicate technical concepts to non-technical audiences.
• Excellent communication and interpersonal skills, with the ability to build rapport and credibility with clients at all levels of an organization.
• Problem-solving and conflict resolution skills, with a customer-centric mindset and a passion for delivering exceptional service.
• Strong commercial acumen
• Proficiency in CRM software (e.g., Salesforce) and other relevant tools for customer relationship management and reporting.

• Customer Relationship Management: Develop and nurture strong relationships with key stakeholders within enterprise client organizations, including C-level executives, department heads, and end-users.
• Onboarding and Implementation: Lead the onboarding and implementation process for new enterprise clients, ensuring a seamless transition and successful adoption of our software solutions.
• Customer Training and Enablement: Provide comprehensive training and enablement sessions to ensure that clients fully understand the capabilities of our software and how to leverage it to achieve their business objectives.
• Customer Success Planning: Collaborate with clients to develop customized success plans aligned with their specific goals and objectives, regularly monitoring progress and providing guidance and support as needed.
• Value Demonstration: Aligned with the joint success plans agreed with clients, develop, track and report against the business case to demonstrate value derived from the use of our solutions, aligning the client and building the value case for price increases and renewal of contracts
• Issue Resolution and Escalation: Serve as the primary point of contact for addressing any issues or concerns raised by clients, working closely with internal teams to promptly resolve issues and escalate when necessary.
• Product Feedback and Advocacy: Gather feedback from clients regarding their experiences with our software, advocating for their needs within the organization to drive continuous improvement.
• Renewals and Expansion: Proactively engage with clients and collaborate with Sales to drive renewals and identify opportunities for upselling or expanding our software solutions to meet evolving business needs.
• Metrics and Reporting: Track and analyze key metrics related to customer engagement, satisfaction, and retention, providing regular reports and insights to internal stakeholders.