Customer Success Manager


Job Classification

Customer service

General Position Summary

Deliver a World Class customer experience while providing efficient and courteous proactive customer service and account management. Assist customers with data entry as well as account set-up and maintenance while growing a long-term business relationship with multiple points of contact. Become the voice of the customer and collaborate with the appropriate internal departments to best accommodate the customer’s needs. Facilitate any and all training available to the customer.

Primary Job Duties

Minimum of 2 years prior experience in customer service and account management with knowledge of GPS preferred.

Specific Job Skills
  • ­­­­­­­­­­­­Proactively manage assigned accounts with retention activities, account management, and achieve retention target
  • Be an Azuga solution Subject Matter Expert, including all supporting solutions and systems
  • Assess customers current level of service and help customer gain greater value from the Azuga solution
  • Develop along lasting trusted advisor relationship with assigned accounts and customer stakeholders
  • Conduct regularly scheduled calls (Weekly, Monthly, Quarterly) with key stakeholders
  • Conduct Quarterly Business Reviews
  • Proactively monitor customer health to asses churn risk
  • Escalation point of contact and quarterback escalations and priority issues
  • Plan and organize time effectively to allow optimal frequency of outbound customer calls to achieve required metrics
  • Update and Manage CRM/CTI tools for all assigned customers
  • Problem Solving and Troubleshooting
  • Collaborate with cross functional teams
  • Invest time in training and personal development

Job Scope
  • Strong written and verbal communication skills with the ability to communicate effectively at all levels
  • Must have a positive attitude with a courteous and professional demeanor
  • Strong conflict resolution skills
  • Must be able to work with a diverse culture
  • Ability to work within a fast-paced, change-embracing corporate culture
  • Must be detail oriented while maintaining thorough follow-through
  • Ability to multitask, prioritize and manage time effectively to meet aggressive timelines
  • Ability to use independent judgment to handle customer issues efficiently
  • Customer centric orientation with experience in managing multiple stakeholders
  • Ability to interpret data to find and present trends, value, and ROI
  • Excellent listening and presentation skills
  • High level of attention to detail
Education and Experience

Recurring work situation to occur with regard to account interactions and management. Must have the ability to “think on your feet” and build confidence with customers. Regular communication with executive level, enterprise customers to help build and maintain strong working relationships. Operates independently with minimal supervision and may have to use a high degree of creativity to accommodate customer needs. Fulfills the needs of customers by providing services through the use of phone and online meetings. Contacts sometimes contain confidential/sensitive information and discretion is a must.

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