Customer Success Account Manager

We are a leading IT Services and Consulting company. Our mission is to deliver innovative solutions that drive business success for our clients.

We're looking for a proactive, customer-focused Customer Success Account Manager to drive satisfaction, retention, and long-term value. This role involves building strong client relationships, overseeing support operations, and enhancing the customer experience through strategic engagement and efficient knowledge management. The ideal candidate is results-driven, passionate about service excellence, and skilled in creating scalable support resources.

Key Responsibilities:

Customer Support & Success

• Serve as the primary point of contact for customer inquiries, ensuring timely and effective resolution.
• Monitor and improve customer satisfaction metrics (CSAT, NPS, etc.).
• Collaborate with cross-functional teams to address customer pain points and drive continuous improvement.

Knowledge Base & Documentation

• Develop and maintain a robust knowledge base, including articles, FAQs, troubleshooting guides, and product documentation.
• Work closely with product and support teams to ensure content accuracy and relevance.
• Implement feedback loops to continuously update and improve content based on customer interaction.

Customer Engagement & Retention

• Build strong relationships with customers to understand their needs and ensure long-term success.
• Identify upsell and cross-sell opportunities in collaboration with sales and account management teams.
• Develop onboarding and training programs to help customers maximize product value.
• Oversee day-to-day operations of the call center/contact center, ensuring high service levels and operational efficiency. 
• Analyze call center metrics and implement strategies to improve performance and customer experience.

Qualifications:

• Bachelor's degree in Business, Communications, or related field.
• 3+ years of experience in customer success, support, or contact center management.
• Strong writing skills and experience creating customer-facing documentation.
• Familiarity with CRM and support platforms.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to analyse data and translate insights into actionable strategies.

Preferred Skills:

• Experience in SaaS or tech-driven environments.
• Knowledge of customer journey mapping and lifecycle management.
• Multilingual capabilities are a plus.

Work mode:

Remote, US time zone.