Customer Success Manager

24 days ago
3 Applied
Expires on: Mar 06 2024

Ref.No 00002572


What you’ll be responsible for:

  • Managing the success of a portfolio of assigned complex strategic accounts by driving the client to steep and fast ROI, adoption, and expansion throughout the entire customer journey.
  • Consult clients on their CI / TPM journey to build their transformation plan.
  • Managing and delivering on various internal CI initiatives to enhance the CS team’s efficiency and productivity.
  • Owning the relationship and being the trusted partner for our manufacturing customers on use-case and product functionality by providing executive oversight and facilitating outstanding client communication.
  • Leading the building and deployment of Poka’s Playbooks based on CI and TPM and Poka DEMO.
  • Manage both internal and external stakeholders to provide the best experience for the customer.
  • Securing renewals of all contracts under management and collaborating to drive account growth.
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
  • Challenge customers with their existing Poka usage and promote new ways of leveraging Poka
  • Document the progress of the customers' use of Poka
  • Create dashboards for the Advanced analytic feature to help customers visualizing and analyzing their data
  • Support clients for complementary training on Poka
  • Being the link between clients and other Poka departments when needed

What you bring to the table:

  • Experience in manufacturing
  • Experience leading various CI and TPM initiatives
  • Deep understanding of lean manufacturing principles.
  • Excellent English written and verbal communication skills
  • Ability to develop/maintain strong relationships with clients.
  • Ability to discuss financial terms with clients — Willingness and ability cross-sell, upsell, expand, and expertly navigate contract renewals
  • Adaptability to a changing environment and strong ability to work independently

Interpersonal Communication
Customer Service management
Customer engagement
Relationship management
Industry Sector