Customer Success Manager

Posted On: 12th May 2022

The Customer Success Department is a critical function within our Business Intelligence Division. Working closely with our clients, our CSM’s are passionate about delivering best in class service, post-sale and throughout the lifetime of their contracts, to ensure they see success and value from our products and thus renew their contracts.

Customer Success Manager Responsibilities:

  • Building and maintaining client relationships
  • Providing support and assistance throughout the lifetime of their relationship with BIP
  • Liaise regularly with clients to develop strategies to win business via our products
  • Analyse customer data and make recommendations to maximise the potential of their accounts
  • Contribute to revenue growth by upselling client contracts
  • Present linear forecasting (within agreed parameters) via CRM to key internal stakeholders
  • Host online meetings with clients
  • Identify, qualify, and resolve customer issues
  • Negotiate contract renewals and expansion proposals
  • Work towards KPIs and targets; both individually and as a team

Customer Success Manager Requirements:

  • Minimum two-years Sales or Customer Success background preferably in IT or SaaS industry
  • Experience in using CRM systems
  • Previous experience in interacting with Senior-Leadership and Director Level individuals
  • Intermediate to advanced Microsoft Office skills (Word, Excel, Power Point and Outlook)
  • Great Communications skills
  • Strategic thinker with problems solving skills
  • Strong negotiating skills
  • Strong written skills and the ability to prepare and deliver business proposals
  • Previously worked towards targets and KPIs

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