Customer Success Manager

13 hours ago

Karachi, Sindh, Pakistan Softech Worldwide Full time

The Customer Success Manager will be responsible for managing the overall customer experience by ensuring customer acquisition, adoption, retention, and onboarding are successful. The successful candidate will work closely with customers, sales, and other teams within the company to ensure that customers are fully satisfied with the product and service.

VIDIZMO is a Microsoft Gold Applications & Cloud Partner, recognized in Gartner Magic Quadrant for Enterprise Video Content Management. We provide Video Content Management systems to Fortune 5000 companies across the globe and have been recognized in Gartner's Magic Quadrant and IDC MarketScape. Our developed systems empower our customers to deliver Live as well as On-Demand Video Streaming to their audience, store and share multimedia content, and perform Video and Audio Analysis using Machine Learning.

Key Responsibilities
  • Develop and execute customer success strategies that align with the company's goals and objectives.
  • Build and maintain strong relationships with customers to ensure their ongoing success with the product.
  • Ensure successful onboarding of new customers by providing product demonstrations and training, and identifying areas for improvement.
  • Monitor customer usage and engagement with the product to identify potential issues and opportunities for upselling or cross-selling.
  • Work closely with the product team to identify and address customer needs and concerns.
  • Conduct regular check-ins with customers to ensure their ongoing satisfaction and success with the product.
  • Create and maintain documentation and processes to support customer success activities.
  • Provide feedback to the product team based on customer feedback and market trends.
  • Plan, monitor, appraise, and review job contributions of others.
  • Ensure SLA objectives are met by forecasting requirements.
  • The Customer Success Manager is not focused on making sales but on educating and troubleshooting for their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
Qualifications
  • Bachelor's degree in Computer Sciences or Software Engineering.
  • 5+ years of experience in customer success or account management, preferably in a SaaS or technology environment.
  • Proven track record of successfully managing customer relationships and driving customer adoption and retention.
  • Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
  • Excellent problem-solving skills, with the ability to think creatively and analytically.
  • Strong organizational skills, with the ability to manage multiple projects and priorities simultaneously.
  • Experience with CRM software, customer engagement tools, and project management tools.
  • Ability to work independently and as part of a team.
Benefits

Commissions, Health Insurance (OPD/IPD), Separate Maternity Cover, Leave encashment, Car Support Program, Referral Bonus, EOBI, Bi-Annual Increment, Provident Fund, Career Growth, Bonus (benefits vary based on location).

Worldwide Office Hours: US Eastern (UTC -5).

Multiple Locations: Pakistan, India, UAE, Australia & USA.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting
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