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Customer Success Operations Manager
2 months ago
Enso Recruitment is proud to partner with a reputable and expanding scientific software organization to find a qualified individual for the position of Senior Customer Success Manager.
In the role of Senior Customer Success Manager, you will serve as the primary liaison between the organization and its clients. By fostering robust relationships with customers, you will represent the company while also advocating for the client's needs. Your mission will be to assist customers in maximizing the value derived from the systems, both in their current state and future iterations. Ensuring customer retention through satisfaction will be your foremost objective.
Key Responsibilities
- Customer Orientation: You will be tasked with gathering customer requirements and ensuring adherence to relevant safety and regulatory standards.
- Customer Experience Management: You will oversee the post-implementation customer journey, ensuring internal coordination to maintain high levels of customer satisfaction.
- Revenue Generation: You will identify opportunities for additional revenue streams from existing clients and collaborate with the Sales team to secure these opportunities.
- Continuous Improvement: Each team member is expected to identify Corrective and Preventative Actions (CAPAs) as part of ongoing improvement efforts.
Primary Duties
- Facilitate seamless project transitions from operations to customer success following go-live.
- Proactively manage customer relationships, ensuring all support inquiries and training requirements are addressed.
- Collaborate closely with clients to ensure optimal product utilization, identify current gaps, and promote additional solutions that may enhance their experience.
- Coordinate with support and product development teams to implement software fixes and develop new features.
- Drive renewals, upgrades, and additional product offerings while ensuring timely invoicing and payment processes align with revenue objectives.
- Identify and pursue new sales opportunities, engaging with clients to boost revenue.
- Create and maintain support materials aimed at enhancing the customer experience.
- Develop and curate marketing content, including case studies and customer testimonials.
- Guide and support team members through training sessions, presentations, and product demonstrations.
- Conduct research to gather marketing intelligence, including emerging trends and competitor analysis.
- Monitor and report on sales performance, support metrics, and customer satisfaction levels.
- Ensure compliance with regulatory and safety standards during installations.
- Mentor and assist junior Customer Success Managers as needed.
- Perform any additional duties that align with your primary responsibilities.
To explore this exceptional opportunity further, please consider applying.
