SaaS Customer Engagement Manager
hace 1 día
About Qatium
We're a software company providing innovative solutions to address the global water industry crisis.
Our mission is to empower water companies to take full control of their systems in a seamless, digital environment. We're shaping the future of sustainable water management with our user-friendly platform.
We strive to foster an inclusive workplace that values diverse perspectives and fosters a culture of innovation and excellence.
The Role
We're seeking a highly skilled, results-driven Customer Success Manager to join our team and drive growth and success. As a Customer Success Manager, you'll be the trusted advisor to our customers, ensuring they maximize the value of Qatium's digital water intelligence tools.
You will act as their advocate within Qatium, helping to drive adoption, deliver measurable impact, and build long-term partnerships. If you thrive in a fast-paced, dynamic environment and are passionate about helping customers succeed, we'd love to hear from you.
Key Responsibilities
Customer Engagement & Onboarding- Guide new customers through a seamless onboarding process, ensuring they're set up for success with the Qatium platform.
- Conduct product training sessions tailored to customer-specific needs.
- Build and nurture strong relationships with key customer stakeholders to ensure satisfaction and long-term retention.
- Act as the primary point of contact for assigned accounts, resolving issues and escalating as necessary.
- Proactively monitor customer usage and engagement metrics to identify areas for improvement.
- Partner with customers to define success criteria and align the Qatium platform with their business goals.
- Provide best practices and recommendations to help customers maximize the value of the platform.
- Act as a strategic advisor to customers, identifying opportunities to expand collaboration and deepen relationships.
- Collaborate with customers to develop long-term strategies for success with the Qatium platform.
- Facilitate open communication and regular check-ins to ensure alignment with customer needs and business objectives.
- Advocate for customer needs internally, collaborating with product, sales, and support teams to enhance the customer experience.
- Identify and act on upsell or cross-sell opportunities, collaborating with the sales team to drive account growth.
- Gather customer feedback to share with the product team to drive platform improvements.
- Regularly provide updates on account health and key metrics to internal stakeholders.
- Provide backup support for the Customer Support Representative as needed.
- Assist with resolving customer inquiries and ensuring timely responses to support requests.
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