Customer Success Manager

Job Summary

We are seeking a dedicated and proactive Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while using our products and services, specifically related to Bitrix24 CRM. This role involves building strong relationships with customers, understanding their needs, and providing tailored solutions to enhance their experience and satisfaction.

Key Responsibilities

- Develop and maintain strong relationships with assigned customers, serving as their primary point of contact.
- Understand customer needs and objectives to provide strategic guidance and support, particularly in the implementation and use of Bitrix24 CRM.
- Onboard new customers, ensuring a smooth transition and successful implementation of Bitrix24 CRM.
- Monitor customer usage and engagement to identify opportunities for improvement and growth.
- Conduct regular check-ins and business reviews with customers to ensure they are achieving their goals.
- Address and resolve customer issues and concerns promptly and effectively.
- Collaborate with internal teams (e.g., Sales, Product, Support) to advocate for customer needs and drive product enhancements.
- Develop and deliver training sessions, webinars, and other educational materials to help customers maximize the value of Bitrix24 CRM.
- Track and report on key customer success metrics, including customer satisfaction, retention, and expansion.
- Identify and upsell opportunities to drive additional value for customers and revenue for the company.

 Ensure the delivery of the Valuable Final Product (VFP) to customers, which includes a fully implemented and optimized Bitrix24 CRM system that meets their business needs and objectives.

Qualifications and Skills
- Bachelor's degree in Business, Marketing, or a related field.
- Proven experience in customer success, account management, or related role.
- Strong understanding of customer success principles and best practices.
- Excellent communication and interpersonal skills.
- Ability to build and maintain strong relationships with customers and internal stakeholders.
- Proactive problem-solving skills and a customer-centric mindset.
- Experience with Bitrix24 software, and customer success tools.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.

Preferred Qualifications
- Experience in IT Services Consulting.
- Knowledge of Bitrix24 CRM and its implementation.
- Advanced degree or certifications in customer success or related fields.

KPIs
- Customer Satisfaction Score (CSAT)
- Customer Retention Rate, etc

Work Environment
- This position is based in a remote, online environment.
- The role requires a reliable internet connection and the ability to work effectively from a home office or other remote location.
- Flexibility in working hours may be required to accommodate different time zones and client schedules.

If the above sounds like you then please do not hesitate to contact us