Description
In this role as cu stomer success lead, you will be responsible for ensuring that customers have a positive experience with a company's product or service, from the moment they become aware of it to the day they decide to make a purchase. You will help improve customer happiness and loyalty, which can lead to increased revenue by reducing churn rates, improving renewal and satisfaction
Role/Responsibilities:
Participate in cross-functional projects
Own and maintain training functions within the Customer Success department
Manage multiple projects/tasks with minimal supervision
Serve as the technical point of contact for Customer Success Managers
Escalate technical issues and questions to the engineering and development teams
Communicate effectively with management, team members, and other departments
Balance long and short-term goals by prioritizing activities
Actively create and participate in curriculum planning sessions for new product training
Recommend and implement solutions when project issues arise
Build strong customer relationships with key stakeholders and sponsors
Strive to provide exceptional customer experience
Manage customer expectations and lead them to satisfaction
Ensure all deliverables arrive in good order, on time, and meet customers' requirements
Track key account metrics
Communicate progress to both internal and external stakeholders
Identify growth opportunities
Collaborate with our team to achieve sustainable growth
Qualifications for the ideal candidate:
Experience as a CSM or in a similar customer-facing role
Prior cybersecurity experience required; technical experience in threat intelligence preferred
Excellent oral presentation and customer interaction skills
Technical and troubleshooting skills in at least one software application or technology
Proven track record of Technical Account Management or relevant experience
Experience in managing multiple stakeholders and projects
Customer-oriented, attentive listener
Critical thinker and problem solver
Team player with good time-management skills
Strong interpersonal and communication skills
Experience with sales software such as Salesforce, Churn Zero, or other CSM tools
Desired characteristics in candidates
Self-motivated and able to take the initiative with minimum need for supervision.
Effective communication skills fortechnical and non-technical audiences
Highly motivated, organised and methodical, but can handle change in stride.
Analytical and proven problem-solving skills
High emotional IQ
Excellent organisational and time management skills
Demonstrated willingness to dive into the details to guide projects to completion.
Team orientation rather than an individual contributor
Insatiable work ethic
Compensation and start dates.
Hiring now for immediate start
Salary: Competitive pay determined by level and experience
Benefits: Healthcare, relocation, vacation, holidays
WonderBotz is an Equal Employment Opportunity employer.
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