Customer Success Manager (CSM)

at  Frontlett Ltd

JOB SUMMARY

The Customer Success Manager (CSM) at Ullweb Technology will play a crucial role in ensuring the success and satisfaction of our clients. The CSM will act as the primary point of contact for clients, managing relationships, and ensuring that their needs are met through effective communication and project management. The ideal candidate will have a strong understanding of web and app product development, excellent interpersonal skills, and a passion for delivering outstanding customer experiences.

• Minimum Qualification : Degree
• Experience Level : Mid level
• Experience Length : 2 years

REQUIREMENTS:

• Proven experience as a Customer Success Manager, Account Manager, or similar role in a web or app development agency.
• Strong understanding of web and app product development processes and methodologies.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong project management skills with the ability to manage multiple clients and projects simultaneously.
• Proficiency in using CRM software, project management tools, and other relevant technologies.
• Ability to analyze data and make data-driven decisions to improve client outcomes.
• Strong problem-solving skills and a proactive approach to identifying and addressing client needs.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Marketing, Computer Science, or a related field.
• Experience working with SaaS products or digital agencies.
• Certifications in customer success, project management, or related fields.

RESPONSIBILITIES:

Client Relationship Management:

• Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships.
• Understand clients’ business goals and objectives to provide tailored solutions and strategic guidance.
• Conduct regular check-ins with clients to ensure their satisfaction and address any concerns or issues.

Project Management:

• Coordinate with internal teams, including developers, designers, and product managers, to ensure the successful delivery of web and app products.
• Monitor project progress and performance, ensuring that deliverables meet clients’ expectations and timelines.
• Identify and mitigate potential risks or issues that may impact project success.

Onboarding and Training:

• Facilitate the onboarding process for new clients, ensuring a smooth transition and clear understanding of Ullweb Technology’s services and processes.
• Provide training and resources to clients to help them maximize the value of their partnership with Ullweb Technology.

Client Advocacy:

• Advocate for clients’ needs and priorities within Ullweb Technology, ensuring that their feedback and requirements are communicated to the appropriate teams.
• Collaborate with sales and marketing teams to identify opportunities for upselling and cross-selling additional services to existing clients.

Performance Analysis and Reporting:

• Track and analyze key performance metrics to measure the success of client engagements.
• Prepare and present regular reports to clients, highlighting achievements, challenges, and opportunities for improvement.
• Use data-driven insights to make recommendations for optimizing client experiences and outcomes.

Continuous Improvement:

• Stay up-to-date with industry trends and best practices in customer success and product development.
• Continuously seek opportunities to improve processes, tools, and methodologies to enhance client satisfaction and project success.

The Customer Success Manager (CSM) at Ullweb Technology will play a crucial role in ensuring the success and satisfaction of our clients. The CSM will act as the primary point of contact for clients, managing relationships, and ensuring that their needs are met through effective communication and project management. The ideal candidate will have a strong understanding of web and app product development, excellent interpersonal skills, and a passion for delivering outstanding customer experiences.

• Minimum Qualification : Degree
• Experience Level : Mid level
• Experience Length : 2 year