Customer success manager

• Act as Point of contact with the Delivery team to support the Sales team's requests for estimations/proposal inputs.
• Recording and managing forecasted resources 6 months ahead, identify the required forecasted resources for prospect projects according to the sale pipeline.
• Ensure successful Onboarding for customers' post-sales activities.
• Handling Handover of the Projects from Sales to PMs.
• Attend customer's kick-off meetings to build relations, ease issues, and forecast customer opportunities.
• Ensure that customers derive maximum value from provided projects.
• Work as a customer advocate in case of conflicts and escalations.
• Comfortable working with customers through renewal negotiations, upsell qualification & escalation Drive resolution of escalated account issues in coordination with other sections/departments/vendors.
• Delivering regular business reports that provide qualitative and quantitative descriptions of project performance.
• Build a deep understanding of customer needs and challenges.
• Conduct regular customer check-ins to build trust, and solve problems whenever needed.
• Initiate opportunities and partner closely with Sales to ensure the Sales Executive is appropriate.
• positioning such opportunities to drive tangible business value for the customers.

Qualifications:

• 8+ years of experience.
• Bachelor's degree in Business, Communications, or a related field.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM systems and customer support tools.
• Ability to manage multiple clients and prioritize tasks effectively.
• Familiarity with IT development solutions and SaaS platforms is a plus.
• Ability to understand technical concepts and convey them to non-technical clients.
• Self-motivated with the ability to work independently and remotely.