Customer Success Manager
Customer Success Manager
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Job Description
The Role
The Customer Success Manager would be responsible for managing a portfolio of assigned accounts based on internal segmentation. They will build & expand relationships participate in focused projects for upselling cross-selling and net new business and continuously work on expanding Shkolos footprint in said accounts. The Customer Success Manager will be further responsible for updating respective systems with relevant and up to date information. Additionally they will be participating in the development & presentation of marketing materials for focused projects & groups.
Key Responsibilities & Accountabilities:
- Building and maintaining strong relationship with assigned portfolio of customers
In cycle MIS renewals
CPD sales
Adhering to minimal churn and maximum retention targets
Cross-selling and up-selling to higher-tier packages and expansion of Shokos footprint within assigned customers accounts
Continuous knowledge building on the software updates new features changes etc.
Participate in new business/new customer persona sales projects
Participate in development of CPD projects and programs understanding customer needs and industry tendencies
Participate in development and presentation of marketing efforts user guides etc.
Manage specific campaigns from planning to execution
Keeping Shkolos CRM systems up to date
Liaise with the administration team on invoicing contracts and new sales
Collect and pass feedback on the product usage and satisfaction through the relevant channels and following the relevant processes
Ownership of a portion of the overall sales administration tasks distributed within the entire customer success team
Key Attributes:
- Previous experience in renewals sales account management net new sales customer success or inside sales
Previous experience working with CRM systems and/or LMS systems
Strong relationship building skills
Good understanding of customer success management tactics and retention techniques
Creative thinking and ability to find solutions to complex problems
Ability to work well and effectively with different departments
Ability to make data-driven decisions and adapt approach basis customer needs
Proactive approach on customer retention
Additional knowledge and skills:
- Understanding of the Education industry and local market
Good understanding of the SaaS software industry and software selling
Good understanding of customer segmentation and KYC techniques
Business English
Excellent literacy in Bulgarian
Employment Type
Full Time
