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Customer Success Manager

HALO Americas

HALO Americas

Administration
Belfast, UK
Posted on Saturday, June 1, 2024
Position Overview:

We are seeking a dynamic and results-driven Customer Success Manager to join our team. The ideal candidate will be passionate about customer satisfaction and retention, with a strong background in building and maintaining relationships within the law enforcement, private security, retail, and healthcare sectors. The Customer Success Manager will play a pivotal role in ensuring our clients derive maximum value from our products and services, driving long-term success and loyalty.

Key Responsibilities:

  • Develop and nurture strong relationships with key stakeholders within assigned customer accounts, including law enforcement agencies, private security firms, retail chains, and healthcare providers
  • Serve as the primary point of contact for customer inquiries, escalations, and requests, ensuring timely and effective resolution of issues
  • Collaborate cross-functionally with sales, product management, and technical support teams to advocate for customer needs and drive product enhancements
  • Conduct regular check-ins and business reviews with customers to assess satisfaction levels, gather feedback, and identify opportunities for upsell and cross-sell
  • Proactively monitor customer usage and engagement metrics, identifying trends and patterns to anticipate potential churn risks and develop proactive retention strategies
  • Drive customer onboarding and adoption initiatives, providing training and resources to ensure successful implementation and utilization of our solutions
  • Act as a trusted advisor to customers, offering strategic guidance and best practices to optimize their use of our products and achieve their business objectives
  • Champion customer advocacy initiatives, including case studies, testimonials, and referrals, to showcase the value of our solutions and drive brand loyalty


Qualifications:

  • Bachelor's degree in Business Administration, Marketing, or related field; or equivalent combination of education and experience
  • Minimum of 4 years of experience in customer success, account management, or related roles, preferably within the technology or software industry
  • Demonstrate a growth mindset by continuously seeking opportunities to build scalable processes to drive customer success and organizational growth
  • Proven track record of building and maintaining strong customer relationships, with a focus on driving customer satisfaction and retention
  • Excellent communication and presentation skills, with the ability to effectively convey complex concepts to both technical and non-technical audiences
  • Strong problem-solving and conflict resolution skills, with a customer-centric approach to addressing issues and challenges
  • Ability to thrive in a fast-paced, dynamic environment, with a high degree of adaptability and resilience
  • Experience working with law enforcement, private security, retail, or healthcare organizations is highly desirable
  • Familiarity with CRM software (e.g.,Hubspot/Salesforce) and customer success platforms are a plus