Customer Success Manager

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! 

We are seeking a dedicated SaaS Customer Success Manager to join our team.

• The role involves managing our customers’ experience, guiding them towards successful use of our software, and helping them achieve their objectives.
• Our ideal candidate should be skilled at managing customer relationships, understanding their needs and requirements, and implementing strategies to drive customer retention and satisfaction.

 

Responsibilities

• Develop customer relationships that promote retention and loyalty.
• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
• Provide technical support to customers with the help of the support team.
• Manage and solve conflicts with clients.
• Interact and coordinate with the sales team and other staff members in other departments working on the same account.
• Understand our company’s products and services and be able to present them to customers.
• Provide reports on account status.
• Identify and grow opportunities within assigned territory.
• Maintain a constant communication channel with customers.

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 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 $100,000