About the role:
A Customer Success Manager nurtures client relationships and ensures excellent customer and customer-end user experiences. They introduce new solutions, relay client feedback within the company, and collaborate with various teams to create a flawless customer journey. They aim to enhance key customer success parameters such as satisfaction, retention, and expansion. They guide customers through discovery and onboarding, manage challenging client relationships, and provide continuous support and training. They also contribute to the growth of the customer community and stay abreast of industry trends and updates.
Responsibilities (including but not limited to):
- Maintain and manage customer accounts and relationships.
- Surface, guide, and present or demonstrate new solutions for clients to provide a world-class banking experience for their members.
- Act as a customer advocate within the company, communicating customer feedback and needs to relevant internal teams.
- Work closely with sales, support, and other groups to ensure a seamless customer experience.
- Improve customer success metrics, such as NPS, customer satisfaction, retention, and product usage.
- Partner with customers during onboarding, ensuring they understand the product and its features, seeing the value materialize, and progressing with Tyfone’s delivery teams.
- Manage complex customer relationships to help reduce escalations and improve sentiment, drive solutions, and improve customer experience.
- Provide ongoing support and training to customers, addressing their questions and concerns and making them aware of available resources.
- Participation in the formation and scaling of the Tyfone customer community
- Stay up-to-date with industry trends, product updates, and best practices to better serve customers and contribute to the company’s success.
Skills & Qualifications:
- Demonstrated Customer Obsession: Anticipating and solving your clients’ issues before they are encountered is a significant part of the CSM skillset.
- Proficiency in Sales or Technical Skills: A sales or technical experience background can be beneficial.
- Ability to Navigate High-Stress Situations: The ability to remain calm and effective under pressure is crucial.
- Strong Data Analysis Abilities: The ability to interpret and use data to inform decisions and strategies is essential.
- Coaching, Training, and Presentation Skills: These skills are essential for educating clients and team members.
- Empathy and Excellent Interpersonal Skills are crucial to understanding and addressing customer needs and building strong relationships.
- Exceptional Problem-Solving Skills: The ability to identify and resolve issues is critical.
- Leadership Skills: These are important for managing teams and leading strategic initiatives.
- Outstanding Communication Skills: Strong communication skills are necessary for effectively interacting with customers and team members.
- Brand Promotion Skills: The ability to effectively promote the company’s brand to customers.
- Proactive Problem Resolution: The ability to anticipate and resolve problems before they affect the customer.
- Deep Product Knowledge: A deep understanding of the company’s products or services is crucial.
- Collaboration Skills: The ability to work effectively with different teams.
- Time Management Skills: The ability to manage multiple projects and customers simultaneously.
- Customer Intelligence: Understanding each customer’s unique needs to provide a personalized experience.