Customer Success Manager (CSM)

Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships.
• Understand clients' business goals and objectives to provide tailored solutions and strategic guidance.
• Conduct regular check-ins with clients to ensure their satisfaction and address any concerns or issues.

Project Management:

• Coordinate with internal teams, including developers, designers, and product managers, to ensure the successful delivery of web and app products.
• Monitor project progress and performance, ensuring that deliverables meet clients' expectations and timelines.
• Identify and mitigate potential risks or issues that may impact project success.

Onboarding and Training:

• Facilitate the onboarding process for new clients, ensuring a smooth transition and clear understanding of Ullweb Technology's services and processes.
• Provide training and resources to clients to help them maximize the value of their partnership with Ullweb Technology.

Client Advocacy:

• Advocate for clients' needs and priorities within Ullweb Technology, ensuring that their feedback and requirements are communicated to the appropriate teams.
• Collaborate with sales and marketing teams to identify opportunities for upselling and cross-selling additional services to existing clients.

Performance Analysis and Reporting:

• Track and analyze key performance metrics to measure the success of client engagements.
• Prepare and present regular reports to clients, highlighting achievements, challenges, and opportunities for improvement.
• Use data-driven insights to make recommendations for optimizing client experiences and outcomes.

Continuous Improvement:

• Stay up-to-date with industry trends and best practices in customer success and product development.
• Continuously seek opportunities to improve processes, tools, and methodologies to enhance client satisfaction and project success.

Requirements:

• Proven experience as a Customer Success Manager, Account Manager, or similar role in a web or app development agency.
• Strong understanding of web and app product development processes and methodologies.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong project management skills with the ability to manage multiple clients and projects simultaneously.
• Proficiency in using CRM software, project management tools, and other relevant technologies.
• Ability to analyze data and make data-driven decisions to improve client outcomes.
• Strong problem-solving skills and a proactive approach to identifying and addressing client needs.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Computer Science, or a related field.
• Experience working with SaaS products or digital agencies.
• Certifications in customer success, project management, or related fields.

What We Offer:

• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment.
• Flexible working hours and the possibility of remote work.