Client Success Manager

3 days ago

Vadodara, Gujarat, India Windowmaker Software Full time US$ 80,000 - US$ 1,20,000 per year

About Us:

Windowmaker Software Limited is a highly esteemed software company in the window and door industry. With over 40 years of experience, we have built a reputation for crafting innovative, industry-leading solutions trusted by customers worldwide. Our expertise and commitment to excellence have established us as a trusted name in the industry.

Job Purpose:

As a Client Success Manager, you will be responsible for managing customer projects and providing exceptional service to our customers. You will oversee the coordination of internal teams to complete projects within a specified timeframe and ensure customer satisfaction. In addition, you will be responsible for providing technical support, training, and problem resolution for our customers.

Responsibilities:

  • Manage customer projects, completing the Discovery phase and coordinating with customers and internal teams.
  • Provide customer service, resolving escalated cases and ensuring timely solutions.
  • Log activities and ensure services are paid for.
  • Plan and deliver trainings for customers, acclimatizing them with Windowmaker.
  • Provide regular reports to management.
  • Oversee the Customer Support and Data team.

Key Tasks:

  • Communicate with clients, reduce turnaround time, and assign work to resources.
  • Prepare productivity reports and schedule resources for service requests.
  • Improve processes and provide effective support to customers.
  • Ensure regular customer training on latest releases.
  • Provide technical support to sales staff and help with technical demos.
  • Develop reports to improve efficiency and quality of deliverables.
  • Identify training needs and schedule sessions.
  • Oversee operational duties of the customer service team
  • Maintain records or tickets of all interactions with customers
  • Train new employees
  • Maintain customer satisfaction by providing problems-solving resources
  • Research and implement new ways to improve the customer experience
  • Implement best practices in customer service management
  • Contributes customer service information and recommendations to strategic plans and reviews.

Skills:

  • IT background.
  • Excellent communication skills in English.
  • Analytical and technical mindset.

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