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Customer Success Manager
2 months ago
March Networks is seeking a highly skilled Customer Success Manager to join our Professional Services team. As a key member of our team, you will be responsible for ensuring the successful onboarding and adoption of our Searchlight Cloud and CloudSight solutions, as well as our Insight Monitoring and Resolution Service.
Key Responsibilities- Customer Onboarding: Develop and implement a comprehensive onboarding strategy to ensure seamless integration of our solutions with our customers' existing infrastructure.
- Relationship Building: Establish and maintain strong relationships with our customers, understanding their business needs and providing tailored solutions to drive value and growth.
- Team Management: Lead and manage a team of Customer Success Specialists, providing guidance and support to ensure they are equipped to deliver exceptional customer service.
- Metrics and Reporting: Develop and track key performance indicators (KPIs) to measure the effectiveness of our customer success initiatives and provide regular reporting to senior leadership.
- Escalation Management: Manage and resolve customer escalations in a timely and professional manner, ensuring high levels of customer satisfaction.
- 5+ years of experience in a customer-facing role in technology, with a proven track record of delivering exceptional customer service and driving business growth.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex technical issues.
- Experience with Microsoft Office and Salesforce, with the ability to create and manage accounts and cases.
- Fluency in English (additional languages an asset).
March Networks offers a dynamic and supportive work environment, with opportunities for professional growth and development. We are committed to delivering exceptional customer service and driving business success, and we are seeking a talented and motivated individual to join our team.
