Customer Experience Champion
2 days ago
We are seeking a critical-thinking and emotionally-intelligent professional to join our team as a Customer Success Manager. This role is crucial in reducing customer churn and driving growth by enabling customers to achieve success using our services and products.
You will play a central role in improving the customer journey, aligning with our goal of long-term retention and satisfaction.
- Monitor customer satisfaction and product usage across touchpoints
- Propose and implement data-informed strategies to reduce churn
- Develop and maintain an end-to-end customer journey map
- Conduct competitive analysis and customer data reviews
- Collaborate with internal teams to address challenges and share insights
- Recommend solutions that motivate product adoption and loyalty
- Guide onboarding and helpdesk support with customer-centric input
- Identify upsell and cross-sell opportunities
- Address customer issues with a proactive mindset
- Drive continuous improvement in customer success processes
To be successful in this role, you will need:
- Strong empathy, emotional intelligence, and communication skills
- Ability to analyze and interpret customer data
- 2-5 years in sales or customer support, with 1+ year in a leadership role preferred
- Excellent time management and cross-functional collaboration skills
- Results-oriented with a
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