客户成功经理
Customer Success Manager
如果你有虚拟办公室和/或客服中心的经验，我们有适合你的完美职位。
你是否以客户服务为导向？是否注重细节并喜欢技术？是否希望在远程工作的同时获得成长机会？你已经在NexGen找到答案！
关于公司
NexGen Technologies（NGT）推出了一代新的客户联系管理解决方案、服务和技术。NGT在现有和新兴市场中所有互动中提供了全新的以客户为中心的服务/技术，特别针对快速增长的数字房地产市场。
职位背景
客户成功经理（CSM）直接与指定客户互动，负责所有支持相关职能的管理。此职位需要能够为客户提供最佳关注和解决方案，并具备技术能力。候选人需要对NexGen的产品和服务有扎实的理解。
主要职责是接收来自我们的BPO客户和虚拟办公室订阅的来电、邮件和支持工单，并提供解决方案，让我们的客户安心。CSM将与其他组织合作，帮助新客户上线，培训客户，并在我们与他们的合作期间保持客户满意。CSM是所负责客户所有支持相关问题的主要联系人。他们将确保满足支持服务级别，并定期向客户报告支持绩效指标。他们还将作为任何升级销售机会的渠道，并将其引入销售参与。
主要职责
· 启动并完成所有上线活动，包括培训
· 管理所负责客户的售后问题
· 向客户报告支持指标
· 保持对客户环境的深入了解，并能提供专业建议
· 内部沟通以改进当前和未来客户需求，提供见解以提高质量和新增功能。
候选人资料
- 知识与经验
- 在解决问题方面高度分析，能够应用原创和创新思维
- 有为大型企业客户提供售后支持的经验，最好是具有客户管理互动经验
技能
- 高水平的口头和书面沟通能力
- 具有咨询、项目和账户管理能力
查看英文原文
If you have Virtual Office and or Contact Center experience, we have the perfect position for you.
Are you Customer Service focused? Are you detail-oriented and like technology? Are you looking for growth opportunities while working remote? You’ve found it at NexGen!
About the Company
NexGen Technologies (NGT) has launched a new generation of customer contact management solutions, services, and technologies. NGT provides a new level of customer-centric services/technologies across all interactions in existing and emerging markets, specifically targeting the rapidly growing digital real estate market.
Job Background
The Customer Success Manager (CSM) directly engages with assigned customers to provide management of all support related functions. This role requires the ability to provide customers with the best attention and solutions possible, and to function in technical capacities. The candidate will need a solid understanding of NexGen products and services.
The main function will be to receive incoming communication (email, calls, support tickets) from our BPO clients and Virtual Office subscriptions, and provide a solution to set our customers at ease. The CSM will work with other organizations to onboard new customers, train customers and keep them happy during the lifetime of our partnership with them. The CSM is the primary point of contact for all Support related issues for the assigned customers. They will ensure that Support Service Levels are met and provide regular reporting of Support performance metrics to the customer. They will also be the conduit for any upsell opportunities and bring them into a sales engagement.
Principal Responsibilities
· Initiate and complete all onboarding activities including training · Manage all post-sales issues for assigned customers · Provide reporting of Support metrics to customer · Maintain a thorough understanding of the customer’s environment and the ability to provide expert advice · Communicate internally for improvement of current and future customer needs providing insight to improve quality and additional features.
Candidate Profile
- Knowledge & Experience
- Highly analytical in problem solving with the ability to apply original and innovative thinking
- Prior experience providing post sale support to large enterprise customers preferably with customer management interaction.
Skills
- High level of oral and written communication skills ·
- Consultative, Project and Account Management skills are required
- Ability to research subjects, with a commitment to provide continuous improvement
- Ability to present in person or through the use of collaboration.
- Able to work under pressure and think clearly in challenging situations
- Ability to work under minimal supervision.
Compensation
Salary $50,000 + commission (on upsells and SLA achievements)
Our CSM’s can make up to $60,000
Salary: 50,000Originally posted on Himalayas