Customer Experience Lead
5 days ago
About Propylon:
At Propylon, we pride ourselves on being a Great Place To Work. We believe in fostering long-term relationships with our clients and delivering exceptional customer experiences.
Job Description:We are seeking a skilled Customer Success Manager to join our team. As a key member of our client-facing team, you will be responsible for managing and growing relationships with our key customers.
Key Responsibilities:- Relationship Management: Manage and grow relationships with key customers, acting as their primary point of contact.
- Client Implementations: Deliver client implementations of our software product, ensuring precise control over project scope, costs, quality, and customer adoption and satisfaction.
- Project Documentation: Produce, manage, and coordinate all relevant project documentation.
- Risk and Issue Management: Provide comprehensive risk and issue management.
- Customer Engagement: Engage proactively with customers to understand their goals and challenges and offer solutions that align with their needs.
- Customer Retention: Ensure high customer retention and satisfaction levels by delivering exceptional service and support.
- Feedback and Communication: Gather customer feedback and communicate product improvement suggestions to the Product team.
- Internal Collaboration: Collaborate with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
- Success Strategies: Develop and execute customer success strategies that drive product adoption and maximise customer value.
- Health Metrics: Monitor customer health metrics, track success KPIs, and regularly report on customer outcomes to leadership.
- Customer Advocacy: Advocate for the customer within the organisation to ensure their needs are prioritised.
- Upselling and Cross-Selling: Identify upselling and cross-selling opportunities to expand customer use of our products and services.
- Liaison Role: Serve as the liaison between customers and internal teams, such as product development, sales, and support.
- Escalation Management: Manage customer escalations and ensure issues are resolved quickly and effectively.
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