Customer Success Manager

Job Description

Join our team at Kansys as a Customer Success Manager! In this pivotal role, you will: - Cultivate strong, reliable relationships with customers and internal teams to guarantee successful service delivery. - Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring commitments are met and clearly communicated. - Proactively identify risks to service performance and customer satisfaction, documenting and communicating them to the stakeholders. - Lead customer escalations to ensure stakeholders are well-informed and aligned on issue resolution. - Drive continuous improvement by defining and implementing process enhancements within Managed Services. - Collaborate with Sales and Management to identify service expansion opportunities and support renewals. - Effectively communicate product and service roadmaps, translating updates into tangible business value for customers. - Conduct regular customer service reviews and ensure follow-up actions are promptly completed. - Seamlessly manage the transition of new customers from Professional Services into Managed Services. - Create and deliver compelling customer-facing and internal presentations.

Qualifications

To excel as a Customer Success Manager, you should have: 1. 3+ years of experience in a B2B managed service, service delivery, or customer success environment. 2. Proven experience working with defined SLAs and reporting frameworks. 3. Strong communication skills and the ability to confidently manage customer challenges. 4. Demonstrated experience working in complex system environments with multiple integrations. 5. A solid track record of identifying and delivering impactful service improvements. 6. Excellent organizational skills with the ability to prioritize effectively. 7. Experience with support ticketing systems, such as ClickUp, ServiceNow, and Zendesk. 8. Telecom billing or digital industry experience, especially with billing software, is highly desirable.

Benefits

- Health insurance - Professional development opportunities - Remote work options