Customer Success Manager (m/f/d)

Job Description

As a Customer Success Manager, you will ensure clients receive the best experience with Northern Data Groups products and services. You will be the primary point of contact, responsible for building relationships, managing expectations, and ensuring overall customer satisfaction.

Your role includes providing ongoing support, implementing programs to increase revenue and minimise churn, and supporting customers with onboarding as they transition from sales prospects. You will work directly with clients to solve their problems and ensure their satisfaction, while also collaborating with other employees to address customer queries and concerns promptly.

YOUR RESPONSIBILITIES:

• Proactively engage with clients to understand their needs, resolve issues, and identify opportunities for growth.

• Manage client accounts and provide ongoing support throughout the customer lifecycle.

• Maintain ongoing communication with clients to build strong relationships and ensure satisfaction and engagement.

• Onboard new clients, hold product demonstrations and set up client profiles.

• Provide ongoing training and education as needed.

• Collaborate with Technical Account Managers and support teams to address and resolve customer needs.

• Monitor customer escalations to ensure prompt resolution and to seek improvements in the customer experience.

• Collect feedback and data from clients to identify areas for improvement and inform product development.

• Analyse customer data to improve customer experience and identify upsell and expansion opportunities.

• Monitor Customer Health and lead Loyalty Programs to drive retention.

YOUR REQUIREMENTS:

• Proven work experience as a Customer Success Manager, Sales, Business Development, or Account Management.

• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience.

• Experience working with brand image and promoting value through customer experience.

• Experience in managing a diverse group and training each according to company standards.

• Ability to communicate and foster positive business relationships.

• Familiarity with customer retention metrics and strategies to optimise them.

• Ability to create and implement effective onboarding processes for new clients.

YOUR TECHNICAL SKILLS:

• Proficiency in customer relationship management (CRM) software such as Salesforce.

• Ability to understand and present data, including data analysis skills to identify trends and areas for improvement.

• Technical proficiency in data analytics tools and project tracking software such as Jira.

• Ability to identify and solve high level technical issues that customers may face.

SOFT SKILLS:

• Exceptional communication skills to convey complex information clearly and concisely.

• Strong customer service skills, including the ability to listen patiently, empathise with customers, and respond quickly to their needs.

• Sales skills to identify opportunities and develop strategies for upselling and cross-selling products and services.

• Leadership skills to manage and mentor the customer success team.

• Problem-solving and time management skills.

• Accountability and personal organisation.