About the Role:
We are seeking a skilled Customer Success Manager to join our team at Propylon. The successful candidate will be responsible for building and maintaining strong relationships with our clients, ensuring excellent customer experience, and delivering exceptional service and support.
This is a fantastic opportunity for a results-driven, customer-centric individual who is passionate about customer service, satisfaction, and success. The ideal candidate will have excellent communication skills, a strong understanding of project management, and the ability to lead and deliver enterprise IT projects.
The role will involve managing multiple accounts, prioritizing tasks, and analyzing customer data to identify areas of improvement. The successful candidate will also be able to travel as per business needs and will be based in Dublin.
Key Responsibilities:
* Managing and growing relationships with key customers
* Delivering client implementations of our software product
* Producing, managing, and coordinating project documentation
* Providing comprehensive risk and issue management
* Engaging proactively with customers to understand their goals and challenges
* Ensuring high customer retention and satisfaction levels
* Gathering customer feedback and communicating product improvement suggestions
* Collaborating with internal teams to address customer feedback and issues
* Developing and executing customer success strategies
* Maintaining customer health metrics and tracking success KPIs
* Advocating for the customer within the organization
* Identifying upselling and cross-selling opportunities
* Serving as the liaison between customers and internal teams
* Managing customer escalations and resolving issues quickly and effectively
Requirements:
* Strong interpersonal and communication skills
* Excellent problem-solving and critical-thinking abilities
* Strong organizational and time management skills
* Solid negotiation skills
* Ability to analyze customer data and usage trends
* Understanding of product management and its impact on customer experience
* Proven ability to manage and deliver enterprise IT projects
* Proven ability to lead
* Excellent business acumen and technology skills
* Strong experience in software development methodologies
* Available to travel as per business needs
Education and Experience:
* 2-3 years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles
* Degree in IT or Business related field or equivalent experience
* Experience in managing customer success programs, customer retention, and upselling strategies
* 2-3 years in a project management role is desirable
* Professional project management certification is desirable
Benefits:
* Professional development in a growing business
* Autonomy, empowerment, and the chance to make a real impact
* Excellent annual leave entitlements
* Pension match scheme
* Flexible approach to remote working
* Comprehensive health, dental, and vision provided
* Volunteer time off and donation match schemes
* Global work culture with a friendly bunch
Propylon is an equal opportunities employer:
Positions are open to all suitably qualified candidates, regardless of gender, civil or family status, sexual orientation, religious belief, age, disability, race, or membership of a minority community.