Customer Success Manager

McLean VA
30+ days ago

Job Description

VIDIZMO is a Microsoft Gold Applications & Cloud Partner, recognized Gartner Magic Quadrant for Enterprise Video Content Management. We provide Video Content Management systems to Fortune 5000 companies across the globe and have been recognized in Gartner's Magic Quadrant and IDC MarketScape. Our developed systems empower our customers to deliver Live as well as On-Demand Video Streaming to their audience, store and share multimedia content as well as perform Video and Audio Analysis using Machine Learning.


Currently, we are looking to fill a permanent positions of experienced "Customer Success Manager (CSM)" to manage a team of 10+ technology professionals.


Preferred skills:

  • Managing and scaling complex SaaS or Cloud environment,
  • Scripting, DSC, Knowledge or certifications in cloud operations & Microsoft Azure, or working with Streaming technologies.
  • Must develop product knowledge VIDIZMO.
  • Provide technical training on their products.
  • Assist customers plan and understand the best ways to utilize their software or products.
  • The Customer Success Manager is not focused on making sales, rather on educating and trouble shooting for their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.


Job Description :


  • Identify opportunities for continuous improvement
  • Learn from best practices in industry
    • Onboarding
    • Training
    • Customer Support
    • Customer Success Management
    • Manage Customer Success Activities
    • Measure Effectiveness of Customer Success
  • Enhance Effectiveness and Efficiency Through Technology
  • Maintains customer satisfaction by providing problems-solving resources.
  • Plans, monitors, appraises, and reviews job contributions of others.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
  • Prepares and completes actions plans. Implements production, productivity, quality, and customer-service standards.
  • Respond and resolves technical queries .
  • Identifies customer service trends and determines system improvements.
  • Ensuring SLA objectives are met by forecasting requirements.
  • Analyzes variance and initiates corrective actions.
  • Determines customer service requirements by maintaining contact with customers and visiting operational environments.
  • Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
  • Maximizes customer operational performance by providing help desk resources and technical advice.
  • Resolves problems and disseminates advisories and warnings.
  • Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.
  • Accomplishes information systems and organization mission by completing related results as needed
  • Reference and advocacy solutions
  • Customer Success Management platform

Preferred Skills :

  • Customer service skills
  • Process improvement
  • Strong decision-making skills
  • Managing processes
  • Planning
  • Analyzing information
  • Developing standards
  • Help desk experience

Experience:

  • Minimum 8+ years in System & network Administration & Tier 1,2 & 3 support.
  • Prior experience in managing teams
  • Experience working with, and managing, stakeholders and customers
  • A high level of accuracy and attention to detail is required
  • Excellent communication and interpersonal skills
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic and with a “can do” attitude

Qualification: Bscs/Mscs, BS in IT or MS in IT / MCSA Certification


Multiple Locations
: Pakistan, India, UAE , Australia , Canada & USA


Benefits:
Medical, Health / Life Insurance, Annual paid leaves, Leaves encashment (benefits vary based on location)

Source

https://www.indeed.com/jobs

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