Overview: We are seeking a dedicated and proactive Customer Success Manager (CSM) to join our team at Blink CX. The ideal candidate will be responsible for ensuring that our customers achieve their desired outcomes while using our products and services. As a CSM, you will play a crucial role in building strong relationships with our clients, driving customer satisfaction, and contributing to customer retention and growth. 

Key Responsibilities: 

• Onboarding: Facilitate seamless onboarding experiences for new customers, ensuring they understand and can effectively utilize our products and solutions from the start. 

• Customer Engagement: Monitor and encourage customer utilization of our services, promoting engagement and maximizing customer success. 

• Relationship Management: Build and maintain strong relationships with customers to understand their needs, provide support, and drive satisfaction. 

• Proactive Support: Identify potential challenges and proactively address customer concerns or issues before they escalate. 

• Data Analysis and KPI Monitoring: Analyze customer usage metrics and feedback to assess customer health and identify opportunities for improvement or upselling. 

• Driving Internal Programs: Drive internal programs and activities for the success of our customers 

• Training and Resources: Conduct training sessions and provide educational resources to empower customers to get the most out of our products and services. 

• Feedback Loop: Gather valuable customer feedback and collaborate with internal teams to inform product and solutions improvements and enhancements. 

• Renewals and Upselling: Manage contract renewals and actively seek opportunities to upsell additional products or services that align with customer needs. 

• Advocacy: Foster a community of customer advocates who can share their success stories and contribute to our brand’s reputation. 

Qualifications: 

• Bachelor’s degree in business, marketing, communications, or a related field. 

• 7 years of experience in customer success, account management, or a related role, preferably within the Omnichannel CX industry. 

• Excellent verbal and written communication skills. 

• Strong problem-solving abilities and analytical skills. 

• Proven ability to build relationships and foster trust with customers. 

• Familiarity with CRM software and customer success tools. 

• Project management and organizational skills to manage multiple customer accounts simultaneously. 

• A customer-centric mindset with a commitment to driving success. 

What We Offer: 

• Competitive salary and benefits package. 

• Opportunities for professional development and advancement. 

• A collaborative and innovative work environment.