Main Responsibilities
As the person responsible for customer satisfaction, the Customer Success Manager proposes personalised solutions to meet their specific expectations. Responsible for analysing KPIs, he or she gathers feedback in order to provide avenues for improvement where necessary. This expert offers customer assistance training to sales managers. They manage customer complaints and find effective solutions to resolve problems. Considered to be a privileged contact for consumers, he or she is a person they can trust and talk to. The Customer Success Manager is responsible for managing a customer portfolio. They offer up-selling and cross-selling services to improve buyer satisfaction.
As well as managing the customer support teams, this professional carries out other important tasks, such as writing reports, updating customer accounts, monitoring the action plan and developing customer loyalty strategies.
The Customer Success Manager is also responsible for analysing the user experience, promoting the brand and guiding customers through the purchasing process.