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Manager of Customer Success

2 weeks ago

Karachi, Sindh, Pakistan iTack Solutions Full time $60,000 - $80,000 per year

iTack Solutions is a global leader in Health IT, providing advanced software solutions for healthcare organizations. Our mission is to streamline healthcare workflows, improve patient outcomes, and deliver top-tier customer support. We are looking for a Customer Success Team Lead to drive customer satisfaction, oversee software deployments, and ensure a seamless customer experience.

Key Responsibilities

  • Lead and manage the Technical Support, Development, and Deployment teams to efficiently resolve customer issues.
  • Oversee the end-to-end deployment process, ensuring successful software implementation.
  • Conduct customer training and onboarding to improve product adoption.
  • Monitor customer success metrics (e.g., churn rate, resolution time, NPS scores) and implement improvements.
  • Proactively engage with customers to address concerns before they escalate.
  • Gather customer feedback and collaborate with product teams to enhance software features.
  • Ensure the timely delivery of software updates, fixes, and enhancements.
  • Be available for urgent customer concerns, including potential weekend support.

Required Qualification

  • 3+ years of experience in Customer Success, Technical Support, or Software Deployment.
  • Experience in leading customer-facing teams (Support, Deployment, or Development).
  • Strong troubleshooting skills, with knowledge of SQL databases, cloud environments (AWS/Azure), and Linux.
  • Proven ability to improve customer retention and reduce churn.
  • Ability to lead onboarding sessions and software training for customers.
  • Excellent communication skills and a proactive, problem-solving approach.
  • Experience in healthcare IT or SaaS-based solutions (preferred).
  • Arabic language proficiency is a plus.
  • Willingness to work flexible hours, including weekend support if needed.