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Technical Customer Success Manager
2 months ago
As a Technical Customer Success Manager at Neil Corporate Services (NCS), you will be responsible for maintaining ongoing customer relationships and providing organizational insights on client-to-business interactions. You will lead initiatives to improve the customer experience via strategic planning, focusing on customer engagement and requirements.
Key Responsibilities:- Lead day-to-day engagement with customers, liaising with Internal Operational teams to drive organizational alignment and ensure a positive customer experience.
- Manage customer engagement plans, including touch points, cadences, and methodology, to ensure effective communication and convey technical information to diverse audiences.
- Be the primary point of contact for customer engagement, driving customer success outcomes to ensure the company meets desired business objectives and goals.
- Lead the customer success strategy to create organizational efficiencies and improve customer experiences, identifying challenges and opportunities to improve the overall service delivery model.
- Develop processes and KPIs relating to Customer Satisfaction and operational efficiency, leveraging customer success best practices and solution-based techniques.
- Bachelor's degree or College diploma in business or a related field, or an appropriate combination of education and experience.
- 5 – 10 years' working experience in a customer success role, with a proven track record of leading customer success initiatives and driving business growth.
- Excellent business acumen and communication skills, with the ability to collaborate across the organization and with external stakeholders.
- In-depth understanding of IT infrastructure and application integrations, with familiarity with relevant software, tools, and platforms.
- Ability to analyze and troubleshoot complex technical issues efficiently, with a commitment to ensuring the success and satisfaction of clients through technical solutions.
