Customer Success Manager

CSM Key Responsibilities

• Organize, plan and execute the onboarding of new clients
• Engage with clients in a dedicated and regular manner e.g. in quarterly business reviews, roadmaps presentations and product training
• Managing change requests and incident response according to SLA, leveraging on knowledge of product offerings and the client's business to offer creative problem solving
• Analyze usage data and other relevant business metrics to actively take necessary actions to regulate and improve product adoption and prevent churn
• Identify gaps timely between the clients' expectation and the actual business performance of the talkbot, and subsequently, gather the required internal resources for any necessary interventions, or lead the optimization task force to improve the solution.
• Understand customers' needs and conduct upselling based on customer fit and their stage of growth.

Key Requirement

Capabilities & Personality