The IT Services Customer Success Manager is responsible for building and maintaining strong relationships with customers, ensuring their satisfaction and loyalty. They act as a liaison between the customer and the technical teams to facilitate a positive experience with the company’s products or services.

Key Responsibilities:

•Develop and maintain strong relationships with customers.

•Understand customer needs and work with internal teams to ensure these are met.

•Monitor customer satisfaction and work on strategies to improve it.

•Provide insights to customers to ensure they get the most out of the services.

•Identify opportunities for upselling and cross-selling.

•Track and report on customer success metrics.

•Lead and manage customer success initiatives.

•Collaborate with sales and support teams to ensure a seamless customer experience.

Required Skills and Qualifications:

•Experience in a customer-facing role within the IT industry handling Infrastructure, Application and Security Services and Projects.

•Strong communication and interpersonal skills.

•Proficiency in data analysis and Service Management software like Freshworks.

•Leadership capabilities and team management experience.

•Technical acumen related to IT services and products.

Preferred Skills:

•Experience in a customer-facing role within the IT industry handling IT Infrastructure, Application and Security Services and Projects.

•Proven track record of improving customer satisfaction and retention.

•Ability to handle multiple accounts and prioritize tasks effectively.

This role is pivotal in ensuring that customers achieve their desired outcomes and receive a high return on investment from the company’s IT services. The Customer Success Manager must be proactive, customer-centric, and driven to deliver exceptional service.