Manager - Customer Success
Current- As a CSM, managing the Workforce Management SaaS Support for US and Canada based 20+ clients, ensuring smooth transition and implementation of the workforce management software for them. - Leading projects of moderate scope such as integrations, customer expansions, new functionality adoption, etc. with technical support team when necessary and meet the SLAs.- Drive customer adoption of the workforce management solution by providing training and resources.- Relationship building with key stakeholders and understanding their unique needs and business goals.- Collaborate with customers to develop success plans that align with their specific objectives, ensuring they achieve their desired outcomes and realize the full value of the workforce SaaS solution.- Managing escalations, resolving high-priority and complex issues by using available resources. - Using system knowledge to recommend functionality usage and improve customer business processes and identify opportunities to increase revenue.- Serving as a customer advocate within the organization, gathering feedback, communicating customer needs, and influencing product development and enhancements.- Client education on system functionality and new product offering via training and demonstrations.- Generating and delivering content for QBR’s and knowledge base articles.
