Customer success managerNM Network Manager Sales, Inc.

Customer Success Manager Job Description
A Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. The goal is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The department is relatively new and are used mainly in technical companies, specifically in software. Customer Success Team provides technical support to customers with the goal to keep customers satisfied with the business's products.
Customer Success Manager will supervise customer success staff and report to the general manager.
Customer Success Manager Duties and Responsibilities
A Customer Success Manager have many duties and responsibilities which includes:
Establish Customer Support Practices
Customer Success Managers are responsible for creating policies and procedures that optimize the customer experience. Customer Success Managers may gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices. The Customer Success Manager must establish policies the entire staff can adhere to so all customers receive the same quality of service.
Provide Technical and Product Support
Customer Success Managers must know the company's products inside and out. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software or products based on the customer's business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
Supervise Employees
Another role is supervising staff and performing basic human resource tasks such as hiring and training staffs. This may include reviewing applications, conducting interviews, processing new hire paperwork, and providing on the job training or mentoring to new employee. Included also is to conduct performance evaluations and handle disciplinary actions for their staff.
Customer Success Manager Skills
Customer Success Managers should have excellent interpersonal skills and be strong leaders. They need to be highly organized and have experience directing others. They should also be excellent communicators both orally and in writing.
Core skills.
• Proficient in Microsoft Office, specifically Excel and PowerPoint
• Knowledge of customer service practices
• Technical aptitude and ability to learn software products
• Experience supervising others
• Knowledge of technologies such as, IT networking, internet technologies, web servers and XML (Advantage but not required)
• Bachelor's degree in computer science, management or any related field