This is a remote position.
Main Objective of the Position
As a Customer Success Manager at Avertra, your focus will be on leading the team of Support Analysts and guiding them in the fulfillment of business needs and product vision in defining, analyzing and documenting, managing, and maintaining requirements at the project and product development level. You will be fostering and maintaining strong relationships with our Avertra customer base. You will play a pivotal role in ensuring client satisfaction by addressing their needs and concerns from a Support point of view and work with the engineering support team to address these.
Main Job Responsibilities:
Primary:
- Client Relationship Management: Nurture and maintain strong relationships with our Avertra customer base, ensuring their happiness and satisfaction with our work.
- Client Escalation Point: Act as the primary point of escalation for any client issues, ensuring swift resolution and minimal disruption.
- Team Coordination: Work alongside project leaders to overcome internal obstacles, such as resource availability, ensuring support continuity.
- Contract Compliance: Maintain an in-depth understanding of each account's Statement of Work (SOW) to ascertain 100% compliance with client agreements regarding SLAs and KPIs.
- Ensuring and overseeing the daily operational requirements and activities.
- Coordinate the creation and dissemination of daily, weekly, and monthly reports to internal and external customers.
- Oversee daily reconciliation for activities between Avertra and client systems.
- Participate in daily Scrum calls for all clients supported.
- Lead weekly and monthly calls with clients to review their support tasks
- Participate in system testing and documentation.
- Assist customers with problems and special requests as required.
- Develop professional working relationships with customers and other team members to understand business needs better.
- Coordinate and consult with other team members to meet project requirements. Advises the team of potential risks that may have an impact on the customer base and operating environment.
- Provide input to reports generated by the team.
- Develop Help Desk policies and procedures. Maintain and/or develop Help Desk’s Public Folders, FAQs, POC list, user lists, or other data collections related to the Help Desk representative responsibilities and job functionality.
- Ensure break fixes and enhancements are delivered according to schedule
Requirements
Needed Competencies:
- Client Relationship Management: Proven ability to build and nurture strong client relationships, ensuring client satisfaction and loyalty.
- Leadership: Strong leadership skills to motivate internal teams and guide teams towards excellence.
- Communication: Excellent communication skills, both verbal and written, to serve as the primary point of escalation for client issues, engage with internal teams, and document as required
Knowledge, Skills and Abilities:
- Ability to understand the specific products/services offered by Avertra.
- In-depth knowledge of Avertra’'s product features, benefits, and use cases.
- Strong verbal and written communication skills to interact effectively with customers and internal teams.
- Ability to explain technical concepts clearly and understandably.
- Customer-centric mindset with a focus on delivering value and ensuring customer success.
- Analytical and problem-solving abilities to address customer issues and provide effective solutions.
- Proactive identification of potential challenges and development of preemptive strategies.
- Organizational skills to manage multiple customer support accounts simultaneously.
- Basic technical understanding to troubleshoot and address customer queries.
- Establish and nurture strong relationships with customers, acting as a trusted advisor.
- Ability to analyze customer data, usage patterns, and feedback to identify areas for improvement.
- Ability to thrive in a fast-paced and dynamic tech environment.
Preferences:
Education:
- A bachelor's degree in business, information technology, or a related field is preferred.
Experience:
- 5-7 years as an product manager or support lead for technology transformation initiatives.
- Proven experience in a customer success or support role, with a track record of achieving client satisfaction.
- Experience working collaboratively with multiple teams to overcome internal obstacles, ensuring support project continuity and customer satisfaction.
Benefits
What we can promise you:
- You’ll join a global family of awesome, passionate people that are working together to build a sustainable, scalable ecosystem committed to using logic to create a better experience.
- We want you to help us become better. You will be empowered to drive change and innovate.
- That we will invest in you. We will give you the opportunity to master your domain and drive excellence.