Customer Service Manager
4 dagen geleden
We are seeking a skilled Customer Service Manager to provide ongoing support to our clients and collaborate with them. The candidate should be able to contribute to building relationships, implementing business reviews, and delivering on agreed actions, increasing our business' revenue potentials and minimising churn rates.
About the Role
The Customer Service Manager will work directly with customers to help solve their day-to-day challenges and ensure satisfaction while they are an active customer, throughout the full customer journey with us. This includes promoting our value propositions, understanding customer's organisation, its needs, goals and challenges, and engaging with customers in a dedicated and regular manner.
Key Responsibilities
- Promote our value propositions and understand the practical procedures of achieving goals and delivering value;
- Long term customer perspective and create visibility into the client roadmap;
- Engage with customers in a dedicated and regular manner, e.g., in quarterly business reviews, roadmap presentations and product training;
- Ensure the proper portfolio management by monitoring and analyzing product usage data to actively take necessary actions to improve product adoption and reduce churn;
- Review customer complaints and concerns and seek to improve the customer experience;
- Conduct diagnostics and identify gaps in the customer's product setup and processes. Guide customers to implement improvements allowed by our service;
- Proactively supporting growth by detecting cross- and up-selling opportunities;
- Develop and implement creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs;
- Take ownership of escalations until solved according to customers' expectations.
About You
To be successful in this role, you will have at least 2 years experience as a Customer Service Manager or similar role, with a proven track record of delivering excellent customer service and building strong relationships with clients. You will also have exceptional ability to communicate and foster positive business relationships, experience working with brand image and promoting value through customer experience, and technical skills required, as they relate to the use of the product or service.
What We Offer
We offer a competitive salary and benefits package, including the chance to work in a fast-moving, innovative, and international team, dealing with different countries and cultures. You will also have access to LinkedIn learning, Gofluent platform to learn new languages, Employee Assistance Program, Contributory pension scheme, and Monthly healthcare allowance.
How to Apply
Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you
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