Customer Success Manager

Overview

 Customer Success Manager   

 

Our client was founded in Dublin in 2010, and is a taxi dispatch software operating in Ireland, the UK, Finland, the USA, and Canada - and we're currently expanding into a number of new markets
 

Responsibilities 

  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
  • Optimise Customer usage of the system (e.g. through customer visits, interviews, ticket monitoring, new feature releases etc.)
  • Resolve any technical issues which impede the Customer’s use of the software
  • Take ownership of customers issues & escalations received by the CSM and follow these through to resolution
  • Co-ordinate resources across the organisation as needed to support Customer needs
  • Provide technical & product support & education to Customers to ensure they are getting the most from the system to meet their business needs
  • Determine what processes, configuration etc. have led to performance levels (premium or deficit)
  • Report on and make recommendations to customers on what they could try to make improvements based on analysis and associated learnings  
  • Work with Marketing to develop a database of Customer best practices and Customer references/case studies  

 

What will you bring to us?

 

  • Customer Service focused & Excellent Relationship Management Skills. 
  • Knowledge of the Taxi Industry hugely advantageous. 
  • Exceptional Time Management and very well organised
  • Strong Customer empathy enabling them to understand and address Customer issues
  • Be highly organized both in personal planning and addressing multiple tasks simultaneously
  • The successful candidate will be used to travelling with their role.

Jehona Jashari, Recruitment Consultant - Your e-Frontiers consultant for this job

Jehona is a Recruitment Consultant for e-Frontiers Business. She focuses on mid-senior level roles, recruiting for IT companies across Ireland, UK and US with a focus and specialisation within Customer Success, Support, Marketing, Technical Support and HR roles. Jehona has strong language and communication skills, bilingual Albanian and Norwegian, fluent English, German and business proficiency in Swedish and Danish and always goes an extra mile for both clients and candidates. Jehona is an active Olympic Handball player for Dublin International Handball Club playing in the Senior Women League, also managing the Irish U21 Men’s National team.

Specialises in: Customer Success Manager, Marketing, Customer Service