Customer Success Manager

Main Responsibilities

• Manage BPO client relationships for the purposes of developing the current partnerships and creating new business opportunities;
• Work Strategically and Commercially;
• Support account leads by developing and managing an active opportunity;
• Provides technical support to the clients before and after-sales;
• Support business practices through developing relationships and account planning within existing accounts and target accounts;
• Evaluating customer needs to suggest upgrades or additional services;
• Prepares analysis on weekly/monthly/yearly basis about cost, quality, productivity, client satisfaction and identifies trends, opportunities, issues, concerns, and successes;
• Design and develop daily, weekly, monthly reporting to senior management;
• Manage client procurement relationships, including negotiating and managing commercial contracts;
• Provide leadership and project oversight for all initiatives - scope statements, budgets, project plans, business requirements, testing and test plans and implementation;
• Utilize data analytics to identify key trends in the business and collaborate with members of the management team to provide recommendations and solutions;
• Negotiating rates and prices with clients;

Qualifications And Requirements

• Excellent English language skills;
• Experience in technical support, sales, and account management;
• Good technical understanding;
• Excellent communication and interpersonal skills;
• Ability to self-organize and achieve objectives within committed timeframes;
• Familiarity with client on-boarding requirements and an ability to think creatively;
• Collaboration, organization and multi-tasking skills;
• Good critical thinking and problem-solving skills;

• Excellent English language skills;
• Experience in technical support, sales, and account management;
• Good technical understanding;
• Excellent communication and interpersonal skills;
• Ability to self-organize and achieve objectives within committed timeframes;
• Familiarity with client on-boarding requirements and an ability to think creatively;
• Collaboration, organization and multi-tasking skills;
• Good critical thinking and problem-solving skills;

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