Customer Success Managers work for corporations in a variety of industries but are particularly prevalent in the tech industry. Their primary goal is to retain customers by helping them maximize their value from the product or service. Tasked with building relationships with clients, they work closely with clients during the onboarding process to help them fully understand the product. They continue the relationship with clients throughout their contract duration, especially when it’s time to renew contracts. Customer Success Managers walk clients through processes, do demonstrations and provide training resources. They may also inform upper management about recurring issues with products or services.
O que faz um Customer Success Manager?
A Customer Success Manager, or Client Success Manager, oversees customer retention by working directly with customers. Their duties include regularly interacting with new, existing, and potential customers, ensuring customers have the resources to use their products fully and developing strong relationships with customers to encourage continued business.
Responsabilidades
Um Customer Success Manager deve ser capaz de cumprir vários deveres e responsabilidades. A seguir apresentam-se alguns deveres e responsabilidades que um Customer Success Manager deve ser capaz de desempenhar:
Contacting business clients proactively to build relationships and walk them through the process of using the company’s products or services
Maximizing value for customers by ensuring they have the tools and resources they need
Developing and improving customer onboarding processes and customer service policies
Creating resources for customers that help them fully understand and utilize the products and services
Monitoring contract renewal dates and persuading clients to renew those contracts
Upselling and cross-selling by recommending additional products or services
Habilidades necessárias
Um Customer Success Manager competitivo terá determinadas competências e qualificações, incluindo:
Knowledge of best practices in customer service and retention as well as industry and product knowledge
Proficient with applicable software applications
Strong written and verbal communication
Active listening and the ability to determine what customers need
Analytical and problem-solving skills
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