InstantServe LLC
Executive Assistant / Customer Success Manager (CSM)
InstantServe LLC, Chantilly, Virginia, United States, 22021
Job Description:
A Customer Success Manager (CSM) focuses on building strong, long-term client relationships, ensuring customer satisfaction, and driving product adoption and retention, often acting as the main point of contact for clients.
Key Duties and Responsibilities:
* Building Relationships : Establish and maintain strong relationships with clients, becoming a trusted advisor. * Onboarding and Training : Guide new customers through the initial stages of product adoption and provide ongoing training and support. * Proactive Communication : Regularly check in with clients to understand their needs, address concerns, and ensure they are maximizing the value of the product or service. * Customer Value : Identify opportunities to enhance customer value and drive product adoption. * Retention and Growth : Focus on retaining existing customers and identifying opportunities for growth and expansion. * Voice of the Customer : Act as the voice of the customer within the company, gathering feedback and advocating for customer needs. * Problem Solving : Address customer issues and escalations in a timely and effective manner. * Metrics and KPIs : Monitor key customer success metrics and KPIs to track progress and identify areas for improvement. * Collaboration : Collaborate with internal teams (sales, product, marketing, etc.) to ensure a cohesive customer experience. * Communication : Excellent written and verbal communication skills. * Relationship Building : Ability to build rapport and trust with clients. * Problem-Solving : Strong analytical and problem-solving skills. * Product Knowledge : Deep understanding of the product or service. * Empathy : Ability to understand and address customer needs and concerns. * Adaptability : Ability to adapt to changing customer needs and priorities. * Organization : Strong organizational and time management skills. * Strategic Thinking : Ability to think strategically and identify opportunities for growth. * Check-in Meetings : Conduct regular check-in meetings with customers. * Customer Communication : Respond to customer inquiries and requests. * User Statistics : Monitor user statistics and identify trends. * Renewal Follow-ups : Follow up on subscription renewals and identify opportunities for upsells or cross-sells * Provide technical support, troubleshooting, and complex problem resolution to local and remote system users
Certifications Recommended:
* Security + certifications a plus
A Customer Success Manager (CSM) focuses on building strong, long-term client relationships, ensuring customer satisfaction, and driving product adoption and retention, often acting as the main point of contact for clients.
Key Duties and Responsibilities:
* Building Relationships : Establish and maintain strong relationships with clients, becoming a trusted advisor. * Onboarding and Training : Guide new customers through the initial stages of product adoption and provide ongoing training and support. * Proactive Communication : Regularly check in with clients to understand their needs, address concerns, and ensure they are maximizing the value of the product or service. * Customer Value : Identify opportunities to enhance customer value and drive product adoption. * Retention and Growth : Focus on retaining existing customers and identifying opportunities for growth and expansion. * Voice of the Customer : Act as the voice of the customer within the company, gathering feedback and advocating for customer needs. * Problem Solving : Address customer issues and escalations in a timely and effective manner. * Metrics and KPIs : Monitor key customer success metrics and KPIs to track progress and identify areas for improvement. * Collaboration : Collaborate with internal teams (sales, product, marketing, etc.) to ensure a cohesive customer experience. * Communication : Excellent written and verbal communication skills. * Relationship Building : Ability to build rapport and trust with clients. * Problem-Solving : Strong analytical and problem-solving skills. * Product Knowledge : Deep understanding of the product or service. * Empathy : Ability to understand and address customer needs and concerns. * Adaptability : Ability to adapt to changing customer needs and priorities. * Organization : Strong organizational and time management skills. * Strategic Thinking : Ability to think strategically and identify opportunities for growth. * Check-in Meetings : Conduct regular check-in meetings with customers. * Customer Communication : Respond to customer inquiries and requests. * User Statistics : Monitor user statistics and identify trends. * Renewal Follow-ups : Follow up on subscription renewals and identify opportunities for upsells or cross-sells * Provide technical support, troubleshooting, and complex problem resolution to local and remote system users
Certifications Recommended:
* Security + certifications a plus