Customer Success Account Manager

We are a leading IT Services and Consulting company. Our mission is to deliver innovative solutions that drive business success for our clients.

Were looking for a proactive customer-focused Customer Success Account Manager to drive satisfaction retention and long-term value. This role involves building strong client relationships overseeing support operations and enhancing the customer experience through strategic engagement and efficient knowledge management. The ideal candidate is results-driven passionate about service excellence and skilled in creating scalable support resources.

Key Responsibilities:

Customer Support & Success

• Serve as the primary point of contact for customer inquiries ensuring timely and effective resolution.
• Monitor and improve customer satisfaction metrics (CSAT NPS etc.).
• Collaborate with cross-functional teams to address customer pain points and drive continuous improvement.

Knowledge Base & Documentation

• Develop and maintain a robust knowledge base including articles FAQs troubleshooting guides and product documentation.
• Work closely with product and support teams to ensure content accuracy and relevance.
• Implement feedback loops to continuously update and improve content based on customer interaction.

Customer Engagement & Retention

• Build strong relationships with customers to understand their needs and ensure long-term success.
• Identify upsell and cross-sell opportunities in collaboration with sales and account management teams.
• Develop onboarding and training programs to help customers maximize product value.
• Oversee day-to-day operations of the call center/contact center ensuring high service levels and operational efficiency.
• Analyze call center metrics and implement strategies to improve performance and customer experience.

Qualifications:

• Bachelors degree in Business Communications or related field.
• 3 years of experience in customer success support or contact center management.
• Strong writing skills and experience creating customer-facing documentation.
• Familiarity with CRM and support platforms.
• Excellent communication problem-solving and interpersonal skills.
• Ability to analyse data and translate insights into actionable strategies.

Preferred Skills:

• Experience in SaaS or tech-driven environments.
• Knowledge of customer journey mapping and lifecycle management.
• Multilingual capabilities are a plus.

Work mode:

Remote US time zone.