Windowmaker Software - Client Success Manager

About Us:
Windowmaker Software Limited is a highly esteemed software company in the window and door industry.
With over 40 years of experience, we have built a reputation for crafting innovative, industry-leading solutions trusted by customers worldwide.
Our expertise and commitment to excellence have established us as a trusted name in the industry.

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.