Internal Application: Customer Success Manager
Business Development | Islamabad, Pakistan | Full Time
The Customer Success Manager (CSM) shall be responsible to ensure deliverables agreed between Convo and its customers are met. S/He shall ensure retention of Convo application and drive future upsell opportunities in coordination with the Product and Sales teams. They are expected to work closely with customers to ensure they are satisfied with the services they receive, to improve upon areas of dissatisfaction and ensure loyalty towards Convo.
Location: Islamabad, PK
- Lead the service delivery engagement, manage conflict, and ensure processes and tasks are carried out efficiently in accordance with Project Plans.
- Have project management (including project tools) expertise helping them to remain organised and meet deadlines while ensuring any bottlenecks are pre-empted.
- Implement and manage changes and interventions to ensure project goals are achieved. They should have the required skills to timely gauge probable concerns and impediments to the Project.
- Assess customer feedback and use their creativity (in coordination with Convo Product Team) to establish, improve, and refine deliverables.
- Do the research on solving customer use cases, discuss them with Product and develop appropriate plans for implementation and deployments
- Develop customer satisfaction goals and coordinate with the Convo team to meet them on a steady basis.
- Stay informed and abreast of any changes within the customer environment that may have an impact of project deliverables or maybe an opportunity to upsell the Convo Application.
Bachelor/Master's degree preferably in Business or Computer Science
4+ years of Project Management Expertise/Certifications
Knowledge of Office, JIRA, CRM and Project Management tools
Should have the ability to gather software requirements and provide effective workarounds based on Convo product's knowledge.
Should be able to analyze the customer requirements, coordinate with the Product team to help translate them into actionable implementation tasks
Excellent communications skills, professionalism and business acumen!