Customer Success Manager

ArmorPoint is a company that focuses on customer success, and they are seeking a Customer Success Manager to cultivate and maintain strong relationships with clients. The role involves understanding client needs, collaborating with internal teams, and ensuring outstanding service delivery.

Responsibilities:

• Builds and maintains strong, trusting relationships with assigned client accounts
• Understands client objectives and works collaboratively to meet their needs
• Develops account plans with key team stakeholders to achieve client goals and objectives
• Identifies opportunities for account growth and upsells additional services
• Conducts regular/frequent cadence meetings with assigned customer accounts to ensure services provided meet standards
• Provides regular updates to clients on project status and performance metrics
• Ensures governance on contracted services and manages scope of customer support requests
• Proactively identifies potential issues and implements preventive measures
• Works closely with internal teams to troubleshoot and solve problems
• Gathers client feedback and uses it to enhance service delivery
• Conducts client satisfaction surveys and implements improvements based on results
• Prepares and presents regular reports on account performance. Uses data insights to make informed decisions and recommendations
• Tracks assigned Customer Incidents and Service Requests and ensures the complete resolution by the Service Delivery team
• Acts as the single point of escalation for Service Requests and ensures prompt and accurate communication with customers
• Communicates with customers via Phone, Chat or Email mediums; keeping them informed of support request progress, impending change notifications or mutually agreed maintenance schedules
• Maintains accuracy and completeness of Service Delivery Knowledge base
• Participates in internal meetings and required trainings
• Maintains a professional image and demonstrates an understanding of and follows all Company Policies and Procedures
• Other duties as assigned

Requirements:

• High School Diploma or GED equivalent
• 2+ years of experience in the Computer Industry in a hands-on technical position
• 4+ years of experience in customer service
• Self-motivated with the ability to work in a fast paced, technically advanced environment
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Ability to manage multiple tasks and deadlines in a fast paced environment
• Technical awareness: ability to match resources to technical issues appropriately
• Mid-level knowledge of computer and operating systems
• Strong interpersonal and communication skills including active listening and customer-care
• Service awareness of all organization's key IT services for which support is being provided
• Typing skills to ensure quick and accurate entry of Incident and Service Request details
• Exceptional organization and time management skills
• 1+ years of experience in a leadership role