Customer Success Manager
Nexcom A/S
Role Summary
This is an opportunity for a highly analytical, effective communicator, and skilled problem solver to join a growing global team. As a Customer Success Manager (CSM), you will be responsible for customer installations, customer training and provide a great experience for our customer’s issue resolution journey, interfacing with the customer and triaging customer issues, and documenting customer requests. You will also be partnering with solutions engineers, sales, and marketing to ensure all operations are working together to achieve each customer’s goals.
The successful candidate for this role is an enthusiastic, motivational brand ambassador who thrives in an agile flexible organization, will be well-trained in product knowledge that can be critical for identifying a problem, demonstrate an understanding of customer experience best practices, and have strong communication skills to identify the customer issue, understand the customer impact and an advocate for the customer’s success.
As CSM, you will support our most valued and strategic customers and ensure each is achieving business value for every stage of their lifecycle. You will work as part of the account team to ensure effective communication and partnership with your customers. You will serve as a customer guide, helping them navigate through the entire customer journey and serve as a key “Voice of the Customer”, advocating for the customer to assure internal alignment and complete issue resolution while building loyalty and trust to drive retention and lifetime value. You are a key team member developing and implementing the strategy to assure that our customers gain maximum value from working with Nexcom while achieving their greatest success with our platforms.
Duties And Responsibilities
- Serve as the single point of contact, ensuring satisfactory resolution of issues including coordination of cross-departmental Nexcom resources (e.g., Service Assurance, Service Delivery) for the customer, helping to direct issues to the appropriate internal teams.
- Partner with Operations, Delivery and Finance to assure status updates are provided to the customer and issues are resolved.
- Focus on quality of execution; QBRs, Health checks, Account planning and customer strategies.
- Identify and support process improvements to reduce administrative work and improve customer satisfaction across the organization
- Become extremely proficient regarding all Nexcom systems and processes that impact servicing the customer.
- Be a pillar of effective communication establishing relationships with peers and customers.
- Proactive engagement with customers throughout their lifecycle as a Nexcom customer.
- Provide new client onboarding, with an introduction to customer portal, key processes and first invoice review.
- Highly engaged in customer issue resolution and handling escalations in real time with appropriate team to avoid further management involvement.
- Develop understanding of customer priorities and challenges, helping them see shared success.
Essential Attributes
- Critical thinking and ability to make decisions.
- Analytical and problem-solving skills to assess the sequence and severity of a problem to reach a timely solution and troubleshooting skills to implement a logical process of elimination to identify the source of the reported issue.
- Time management skills, e.g., prioritizing, decision-making, multi-tasking, scheduling.
- Proficient written and verbal communication skills including written and verbal English communication skills with the ability to influence where needed.
- Ability to build relationships with customers and cross departmental teams and respond appropriately under pressure.
- Experience in negotiating renewals and cross-selling based on customer needs and adherence to contractual roadmap.
- Strong organizational skills, decision-making negotiation and planning skills.
- Experience from the Customer Experience Industry, Contact Centre Industry etc.
- IT literacy.
- Flexibility and willingness to travel within Europe (or further) when business needs dictate.
- Proven experience of taking initiative to inspire collaboration, and drive change with momentum.
Desirable Attributes
- Experience in navigating ambiguity and ability to be agile in a changing environment.
- Knowledge about the COPC BPCX Standard is an advantage.
- Interest in learning how AI works in CX.
Hours/Travel/Shift
- Office hours are 9.00 – 17.00 CET, but there will be occasional meetings and activities outside these hours.
- Occasional travel, primarily within Europe but not limited to Europe.
Core Competencies
- Accuracy and Attention to Detail: Extensive experience in Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
- Managing Multiple Priorities: Working knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
- Effective Communication: Extensive experience understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.
- Flexibility and Adaptability: Extensive experience in knowledge of successful approaches and techniques for dealing with change; ability to adapt to a changing environment and be comfortable with change.
- Initiative: Working knowledge in being proactive and committing to action on self-identified job responsibilities and challenges; ability to seek out work and the drive to accomplish goals.
- Teamwork: Working knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.
- Cross-Team Integration: Working knowledge in understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team.
- Client Relationship Management: Working knowledge of client relationship; ability to address critical issues to meet client needs and maintain engaged, partnering relationship with business partners and clients.
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