Customer Success Manager
As a result of Radius’ current growth trajectory, we have created a new role for a Customer Success Manager to lead the delivery of a compelling and creative post-sales customer experience. We are looking for an innovative and experienced manager to own the customer experience while building a long-term customer relationship for the future success of the business.
Radius is looking for a person that shares their passion for customer satisfaction, delivery, and engagement. The successful candidate will possess a customer-first mindset
- Initiate frequent, proactive communication with customers on service delivery while developing and maintaining effective relations with customers.
- Ensure customers’ requirements are met/exceeded while monitoring service and delivery results against projects plans and SLAs
- Monitor service and delivery through client reviews/surveys, taking appropriate actions to address issues that arise.
- Log complaints and take responsibility to ensure that complaints are addressed and resolved to the customer’s satisfaction
- Lead and deliver customer onboarding projects
- Provide a monthly report on the customer experience, engagement, and satisfaction. Plus the outcomes of on-board and project delivery.
- Several years experience in a similar role
- IT / Technical knowledge will be a requirement for the position,.
- Proven track record of influencing and negotiating with customers to achieve company goals while maintaining customer satisfaction.
- Exceptional interpersonal skills
- Ability to communicate with customers at all levels.
- Degree level qualified
- Ability to manage multiple priorities, work effectively under time pressure constraints in a fast-paced environment
- History of exceeding targets, KPIs, SLA as well as improving processes