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Customer Success Manager
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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.
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.
A Customer Success Manager 應該能夠履行各種職責和責任。以下是 Customer Success Manager 應該能夠執行的一些職責和責任：
- 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
有競爭力的Customer Success Manager將擁有一定的技能和資格，包括：
- 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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