Customer Success Manager

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Requirements:

• Proven experience in customer success, account management, or a similar role.
• Strong understanding of cloud technologies, particularly Google Cloud Platform.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Strong analytical skills and attention to detail.
• Ability to manage multiple priorities.
• A passion for customer satisfaction and a commitment to delivering exceptional service.

Responsibilities:

• Conduct thorough onboarding sessions to ensure smooth transitions and successful deployments.
• Establish clear expectations and SLAs to set the foundation for a strong partnership.
• Build and maintain strong relationships with key stakeholders at customer organizations.
• Proactively identify and address customer needs and pain points.
• Serve as a trusted advisor, providing strategic guidance on technology adoption and best practices.
• Oversee the delivery of high-quality support and managed services.
• Monitor critical KPIs, such as SLAs and customer satisfaction metrics.
• Collaborate with technical teams to resolve issues promptly and effectively.
• Conduct regular business reviews to discuss performance, strategic initiatives, and opportunities for growth.
• Present insights and recommendations to drive customer success.
• Advocate for customer needs within the organization, ensuring timely resolution of issues.
• Follow up on action items and commitments to ensure accountability.
• Identify renewal opportunities and proactively engage with customers.
• Develop and execute renewal strategies to optimize revenue and customer satisfaction.