Customer Service Manager

The Customer Success Manager is one of the main contacts and escalation points for our companys customers.
The CSMs goal is to provide a consolidated voice that coordinates the relationship between Managed Services customers and our company. Another
goal of the CSM is to maximize customer satisfaction with our company's services delivery, support, ongoing projects, and training.
The CSM is also the voice of the Customer, providing them the means to provide feedback, ask questions, get help, and start conversations around
any of our companys products or services.
The CSM provides various services to customers and offers value to them by serving as a trusted advisor.
This allows us to provide them with valuable information and reports, as well as enablement, and liaison services.
The CSM allows our company to improve customer retention and growth through the services provided, assuring customer renewals and revenue
growth.
As a CSM, you should be able to review key customer service metrics and use the data to proactively foresee and even prevent customer issues, as
well as communicate your findings to the customer success team and other key stakeholders in our company.
Our vision is to be a partner to our customers and act as one team. Our customers successes are our own. We believe in authentic relationships, from
start to finish, by listening and understanding the customer.
Therefore, the CSM must be empathetic, listen to the customers concerns, and represent the customers needs by driving concrete actions that are
based on the gathered insights.