Send your CV here: careers@nexsysone.com

Please only apply when you have these experiences.

POSITION SUMMARY:

The Customer Success Manager (CSM) focuses on the flawless execution and successful delivery of projects by efficiently coordinating both internal and external resources of the organization. The CSM oversees requirement gathering between customers and the organization. She/He closely works with all teams (i.e., Development, QA, support, etc.) to ensure “Sprints” are delivered and deployment needs are met. The CSM performs administrative functions, including calling clients, partners, or vendors and preparing reports concerning a project. Fluency in German language is essential and mandatory.

RESPONSIBILITIES:

Customer Engagement and Relationship Management

• Customer Onboarding: Oversee the onboarding process to ensure new customers are successfully integrated and start seeing value from the product or service.
• Account Management: Develop and maintain strong relationships with key customers, understanding their needs and ensuring they are met.
• Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and driving improvements based on feedback.

Performance Monitoring and Improvement

• KPI Tracking: Monitor key performance indicators related to customer satisfaction, retention, and success. Use data to drive improvements and report on outcomes.
• Feedback Loop: Implement systems to gather, analyze, and act on customer feedback, ensuring continuous improvement in customer experience.
• Customer Health Monitoring: Identify and address potential issues before they lead to customer churn by analyzing customer health scores and engagement metrics.

Project Handling

• Perform requirement gathering, delivery between customers and the organization
• Coordinate and plan internal resources to ensure successful delivery.
• Close association with all teams to ensure existing customer sprints are delivered
• Collect customer requirements, design appropriately, and coordinate with the Development team. Must ensure that deployment needs are met
• Liaise between the client and the provider: to ensure the timely and accurate production of project documents, preparing invoices, and handling client inquiries
• Update internal tracking and reporting systems: Jira, OS Ticket, etc.

Customer Retention and Growth

• Churn Reduction: Develop strategies to minimize customer churn and increase retention by addressing root causes and enhancing customer satisfaction.
• Upsell and Cross-sell: Identify opportunities for upselling or cross-selling additional products or services based on customer needs and usage patterns.

Customer/Client Relations:

• Generate Internal and External Reports: Produce and deliver accurate reports for both internal teams and external stakeholders.
• Document Meetings and Correspondence: Record meeting minutes (MOMs), manage correspondence, and prepare project reports for customers and stakeholders.
• Maintain Customer Relationships: Sustain active and productive relationships with customers to ensure ongoing satisfaction and engagement.
• Facilitate Communication: Conduct effective communication with customers to address their needs and provide timely updates.
• Organize Customer Demos: Plan and execute customer demonstrations to showcase the product’s capabilities and new functionalities.
• Present Product Features: Present existing and new product features to the customer team, highlighting their benefits and relevance.
• Monitor Product Performance: Assess product performance and assist in the product acceptance process by the customer.
• Support Master Users: Provide support to master users as required, ensuring they can effectively utilize the product.

MINIMUM EDUCATION REQUIREMENTS:

• Bachelor/Master’s Degree

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Preferred)