Customer Success Manager

Job Description: 

‍We are looking for a technically savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

Responsibilities

‍Oversee the adoption and optimization of Yeastar Cloud PBX product within customers’ business

• Work closely with Sales to identify revenue opportunities through the upsell of new services and contract renewals
• Evangelize new product features & provide customer feedback to product management and engineering groups
• Work cross-functionally to drive installation, deployment, training, technical check-ups, and escalation management
• Ensure timely resolution of customer issues by coordinating support responses
• Mediate between clients and the organization.
• Analyze customer data to improve customer experience.
• Sustain business growth and profitability by maximising value.
• Hold product demonstrations for customers when require
• Minimise customer churn.
• Aid in product design and product development.
• Utilize CRM for daily for contact management, account plan, billing, communication portal, and tracking

‍Requirements

• ‍5+ years of experience in Customer Success or Account Management.
• Experience in the SaaS industry
• Excellent communication and interpersonal skills.
• Experience in document creation.
• Able to perform data analysis
• Problem solving skills