Customer Success Manager

hace 1 semana


Barcelona, Barcelona, España Focus Economics A tiempo completo
Role Description We are looking for an experienced full-time Customer Success Manager, who will be responsible for developing customer relationships, ensuring customer satisfaction, growing account profitability and helping the company meet its revenue objectives. The job requires you to work closely with our customers to help them unleash the full power of our products, find and implement technical solutions, and provide guidance on how to improve existing products and build new products in response to our clients' needs.

Through surveys and interviews you will understand what is important to our customers and will communicate this information using reports and recommendations to help us improve our products and services.

Responsibilities Onboarding of clientsDevelop onboarding process and materialAssist important clients in onboarding through webinars, calls, etc.
Segment clients into high touch, low touch and tech touch groups depending on revenueDevelop procedures and timelines for high, low, and tech touchUnderstand client needs Manage ongoing and once-per-year client surveys (NPS) and feed data into SalesforceFollow up with clients depending on their survey responses to better understand their answersArrange calls with clients to understand their challengesInterview churned clients and gain insight into what drove them to quit our serviceGain deep insight into our clients' needs (pain points, problems, nice-to-haves, etc
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