Customer Success Manager

Responsibilities:

Customer Onboarding & Adoption:

• Guide new clients through seamless onboarding, ensuring they understand and fully utilize Nimbou Cloud’s products/services.
• Develop customized success plans to align our solutions with client objectives.

Relationship Management:

• Serve as the primary point of contact for assigned accounts, building strong, trust-based relationships.
• Conduct regular check-ins to monitor client health, address concerns, and identify opportunities for growth.

Retention & Expansion:

• Proactively identify risks to customer satisfaction and implement strategies to mitigate churn.
• Upsell or cross-sell additional services by understanding client needs and aligning them with Nimbou Cloud’s offerings.

Customer Advocacy:

• Gather client feedback and collaborate with internal teams (product, sales, support) to improve service delivery.
• Highlight customer success stories and testimonials to strengthen brand reputation.

Data-Driven Insights:

• Track and analyze customer health metrics (e.g., NPS, usage patterns, renewal rates) to inform strategies.
• Use CRM tools (e.g., Zoho CRM, Salesforce) to maintain accurate records and forecast retention trends.

Training & Support:

• Provide training sessions and resources to enhance client proficiency with Nimbou Cloud’s solutions.
• Escalate technical issues to the support team and ensure timely resolution.

Requirements:

• Minimum of degree
• Minimum 1 year experience