BPO Customer Success Manager

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Requirements:

• 2+ years professional experience.
• Bachelor's degree in a business-related major or equivalent work experience.
• Experience developing and managing B2B customer relationships.
• Ability to manage customer expectations assertively.
• Excellent written and verbal communication skills.
• Understanding of customer requirements.
• Effective workload prioritization skills.
• Computer literacy with Microsoft Office Suite and customer-centric software.

Responsibilities:

• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers.
• Responsible to retain & grow a book of business more than $2.0Mil.
• Know your customer and understand their business processes and KPIs.
• Collaborate with customer program teams to execute strategic analytical objectives.
• Work with customer executive sponsors to support business initiatives.
• Provide resources and guide customers in defining conversation analytics use cases.
• Identify and resolve issues or escalate when necessary.
• Coordinate customer references for sales and marketing.
• Drive account retention and identify upsell and cross-sell opportunities.
• Participate in customer conferences and provide input on events.