Customer Success Manager

**Job Title:** Customer Success Manager

**Location:** Lahore (Work from Office)

**Job Schedule:** 6pm-3am PKT

About Supportfinity

We are a cloud-native consultancy and AWS Advanced consulting partner. We specialize in providing bespoke cloud solutions to SMB & enterprise segments as well as the public sector (Non-Profit Organizations). As a next-gen cloud service provider, we help small businesses & medium/large enterprises to break free from hardware lifecycle and capital expenditures, allowing them to make the most out of their cloud investment. We have an international footprint with a diverse team of domain experts, and we are customer obsessed.

**Job Objective

As a Customer Success Manager at Supportfinity, your primary objective will be to drive customer satisfaction, retention, and growth by developing and maintaining strong relationships with our SMB, enterprise, and public sector clients. You will be responsible for ensuring the successful implementation, adoption, and ongoing utilization of our cloud services, ultimately maximizing the value our clients derive from our solutions.

**Key Responsibilities:

• Serve as the primary point of contact for assigned clients, understanding their business needs, challenges, and objectives.
• Collaborate with the sales and technical teams to onboard new clients, ensuring a seamless transition and alignment of expectations.
• Develop and execute tailored customer success plans to drive product adoption and ensure successful implementation of our cloud solutions.
• Proactively engage with clients to provide guidance, support, and strategic advice to optimize their use of Supportfinity services.
• Conduct regular check-ins, monthly or quarterly business reviews, and health assessments with clients to assess satisfaction levels and identify opportunities for growth or improvement.
• Act as an advocate for clients within Supportfinity, championing their needs, feedback, and requirements to internal teams.
• Work closely with the support team to address and resolve any client issues or concerns promptly.
• Identify upsell and cross-sell opportunities based on an understanding of clients' evolving needs and Supportfinity service offerings.
  • Monitor key performance metrics, such as customer satisfaction scores, renewal rates, and expansion revenue, and take necessary actions to drive improvements.
  • Contribute to the continuous improvement of customer success processes, best practices, and methodologies.

**Requirements:

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• Proven experience of 3 years as a Customer Success Manager or similar role within a managed service provider or cloud technology company.
• Strong understanding of cloud services, particularly AWS, and experience working with SMBs, enterprises, and public sector organizations.
• Exceptional relationship-building and communication skills, with the ability to engage effectively with stakeholders at all levels.
• Strategic mindset with the ability to understand clients' business objectives and translate them into successful cloud solutions.
• Proficiency in analyzing data and metrics to derive insights and make data-driven decisions.
• Customer-focused mindset with a passion for ensuring customer satisfaction and success.
• Ability to thrive in a fast-paced, dynamic environment with a diverse client base.
• Experience and willingness to learn new skills and technologies.
• AWS Cloud Practitioner certification (required within first 30 days of employment).