Customer Success Manager

Job Overview: Customer Success Manager

Kochasoft is seeking a highly motivated and technically proficient Customer Success Manager to join our team. In this role, you will be responsible for driving customer satisfaction, retention, and growth across a portfolio of strategic accounts. You will serve as one of the primary points of contact for your client(s), ensuring seamless service delivery and cultivating long-term relationships built on trust and value.

As a key member of the Service Delivery team, you will work closely with Service Delivery Leadership to align customer success strategies with operational excellence. Your ability to solve complex problems, communicate effectively, and navigate technical conversations will be essential to your success.
A strong working knowledge of technical background and customer-centric approach will be key to success in this position.

Key Responsibilities:

• Serve as the primary point of contact for assigned client(s), building, and maintaining strong relationships through regular engagement, ensuring customer satisfaction, long-term retention, and strong communication with key stakeholders at all levels of the organization.
• Develop and maintain clear and accurate Statement of Work (SOWs) and related milestones, deadlines, due dates, and change order requirements (CRs).
• Ensure service deliverables are aligned with client requirements and maintain a strong communication channel between all stakeholders on a routine, by demonstrating and building strong relationships with client(s) and understanding their needs and objectives.
• Analyze customer feedback and use data to identify opportunities for improvement and communicate opportunities to management.
• Communicate effectively with clients to provide updates, resolve issues, and ensure satisfaction.
• Accountable for account performance across all assigned customers, ensuring all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met and exceed customer expectations.
• Understand clients' business objectives, challenges, and technical requirements.
• Collaborate with internal and external teams to deliver tailored solutions that meet clients' needs
• Proactively identify opportunities for account growth and work with clients to implement new services and solutions.
• Ensures high client satisfaction through active engagement and effective communications
• Provide technical guidance and support to clients, helping them to maximize the value of our services.
• Stay up to date with industry trends and best practices to continuously improve our offerings
• Strong knowledge of information technology practices/processes and techniques and Microsoft Azure Cloud services and architecture.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field
• Minimum of 7 years+ of experience in a customer-facing role within the IT services industry
• Strong technical background with the ability to understand complex technical issues
• Strong communication skills, both verbal and written, with the ability to engage effectively with diverse audiences.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Vision care

Schedule:

• 8-hour shift
• Monday to Friday
• On call
• Weekends as needed

Application question(s):

• Do you have strong communication skills?

Education:

• Bachelor's Degree (required)

Experience:

• Knowledgeable in Cloud Technology (Azure, AWS, GCP): 5 years (recommended)
• SAP Services (SAP Rise) – General knowledge an asset

Work Placement and Travel:

• Work Location: Hybrid remote in Toronto, ON
• Up to 25% (required)
• Candidate must be able to travel without visa restrictions

Join us as we strive to provide exceptional service that drives customer satisfaction and loyalty