Customer success manager

Job Brief

The customer success manager will be the direct focal point to WINT’s customers and will ensure their ongoing success and satisfaction. The success manager will work with other WINT teams such as product, delivery, customer support, engineering, and operations to ensure the highest level of service to their customers.

Job description

  • Develop a strong working relationship with clients and become their trusted adviser.
  • Understand the customers’ deployments, their specific use of WINT, and their special needs and requirements.
  • Serve as the technical and product expert for the clients.
  • Work proactively to ensure long-term customer success.
  • Manage customer support issues, solve specific cases and escalate them within the organization as necessary.
  • Manage the onboarding process for new customers.
  • Train customers on an ongoing basis to ensure they have an excellent understanding of WINT and its capabilities.
  • Perform periodic analysis and generate reports that include ongoing data and specific cases to highlight the to the customer’s from using WINT systems.
  • Advocate for customer needs within the organization to drive product features, capabilities, and service needs.
  • Work with the sales team to increase customer use and deployment of WINT.
  • Work with customers to renew their WINT service agreement at the end of the active term.

Required Skills and Experience

  • Academic degree in technical or social studies
  • 3+ years of experience
  • Experience from multidisciplinary company
  • Experience in building and leading new processes
  • Customer-centric thinking and service-oriented approach
  • Project-management and time-management skills to effectively combine the mix of service, training, support, and sales activities.
  • Proactive Approach: identify customer issues, challenges, and opportunities ahead of time, before they become support incidents, for example by ensuring that the customer makes optimal use of their WINT deployment
  • Ability to understand the customer’s goals (organizational and personal) and understand the situation from their point of view. Ability to befriend the customer to build a long-lasting relationship.

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