Drive Customer Success

1 week ago

Galway, Galway, Ireland beBeeCustomer Full time €80,000 - €100,000
Customer Success Manager Role

This position focuses on delivering high-quality customer experiences and driving revenue growth. The ideal candidate will have a strong track record of leadership experience, excellent customer service skills, and the ability to manage complex projects.

Key Responsibilities:
  • Develop and maintain strong relationships with clients to achieve high satisfaction scores.
  • Manage all aspects of the Strategic Triangle – Customer Satisfaction, Employee Engagement, and Profitability.
  • Forecast team costs and project revenues, and implement corrective measures as needed.
  • Work with cross-functional teams to agree strategy for assigned accounts and input into service design and implementation.
  • Maintain standards for ISO 20000 & compliance & best practices across the team.
  • Manage customer escalations, issues, problems, and requirements.
  • Achieve targets and improvement initiatives for customer satisfaction.
  • Explore and drive opportunities within existing customers for new/additional work.
Requirements:
  • At least 5 years of leadership experience.
  • Strong customer service/relationship management experience in a similar role.
  • Microsoft infrastructure experience in a Managed Services environment.
  • Experience in Service Delivery in IT Services preferably infrastructure.
  • Strong track record in driving revenue opportunities.
  • Resource Management experience: performance management, workload distribution, team development, knowledge management.
  • Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs.
  • Experience in pre-sales both leading and contributing (contracts, tenders, bids).

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