Windowmaker Software - Client Success Manager

Job Purpose:

As a Client Success Manager, you will be responsible for managing customer projects and providing exceptional service to our customers. You will oversee the coordination of internal teams to complete projects within a specified timeframe and ensure customer satisfaction. In addition, you will be responsible for providing technical support, training, and problem resolution for our customers.

Responsibilities:

- Manage customer projects, completing the Discovery phase and coordinating with customers and internal teams.

- Provide customer service, resolving escalated cases and ensuring timely solutions.

- Log activities and ensure services are paid for.

- Plan and deliver trainings for customers, acclimatizing them with Windowmaker.

- Provide regular reports to management.

- Oversee the Customer Support and Data team.

Key Tasks:

- Communicate with clients, reduce turnaround time, and assign work to resources.

- Prepare productivity reports and schedule resources for service requests.

- Improve processes and provide effective support to customers.

- Ensure regular customer training on latest releases.

- Provide technical support to sales staff and help with technical demos.

- Develop reports to improve efficiency and quality of deliverables.

- Identify training needs and schedule sessions.

- Oversee operational duties of the customer service team

- Maintain records or tickets of all interactions with customers

- Train new employees

- Maintain customer satisfaction by providing problems-solving resources

- Research and implement new ways to improve the customer experience

- Implement best practices in customer service management

- Contributes customer service information and recommendations to strategic plans and reviews.

Skills:

- IT background.

- Excellent communication skills in English.

- Analytical and technical mindset.