Customer Experience Expert

Job Purpose

The Customer Success Manager is responsible for ensuring customer satisfaction, driving product adoption, attachments to services, and fostering long-term customer relationship.

Bespineers Conduct

• Adhere to company policies and procedures, as well as applicable laws and regulations.
• Handle conflicts in a professional and constructive manner.
• Aim for high-quality work and continuously look for ways to improve.
• Maintain a positive and cooperative attitude, such as accepting feedback politely and remaining calm and professional when faced with challenges, to contribute to a more productive and pleasant work environment.
• Work as part of a team, be willing to help others, communicate effectively and be willing to adapt to reach team goals
• Act as role models, demonstrating Bespin Motto, behaviors, and ethics that Bespin aspires to uphold.

• Build and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor by understanding their business objectives, challenges, and needs to ensure their success and satisfaction.
• Proactively engage with customers to drive product adoption and usage and provide necessary guidance to help customers maximize the value from the product or service.
• Identify opportunities for upselling or cross-selling based on customer needs.
• Guide customers through the onboarding and implementation process, ensuring a smooth and successful transition to using the product or service and integrate the solution into their operations.
• Conduct regular business reviews to assess customer satisfaction and identify areas for improvement or growth.
• Collaborate with internal teams, such as support, product, or engineering, to ensure prompt and effective resolution of customer problems.
• Continuously refine and optimize customer success processes and methodologies to improve customer satisfaction and achieve business objectives

• Track and analyse customer success metrics, such as customer satisfaction, product adoption, retention rates, and revenue growth.
• Prepare regular reports and presentations to communicate customer health, progress, and opportunities to internal stakeholders.
• Maintain and expand on timely customer renewals

Education

• Bachelor’s degree in business management, computer science or any related field

• Public cloud platforms
• Customer Success Association (CSA)
• Salesforce Certified Customer Success Manager (Preferred)
• ITIL V4 Foundation

• Cloud and related products knowledge
• Data Analysis and Reporting
• CRM systems and PM tools
• Business Development
• Customer Facing Experience