Customer Success Manager

Description:

Summary

The Obzervr Customer Success Team is responsible for project delivery, support services, and ensuring customer satisfaction and retention.

The goal of the Customer Success Manager (CSM) is to ensure our customers are satisfied, expectations are being exceeded, and that they are maximising the value of their investment in Obzervr products and services. They serve as the primary advocate for our customers, acting as the Voice of the Customer and representing their needs, driving adoption, and promoting product usage. The CSM is a trusted advisor, guiding our customers through their onboarding and adoption journey to maximize value and achieve their business objectives.

Key responsibilities:

• Lead the transition to modern, scalable solutions, and guide the customer through digital transformation and operational improvements.
• Develop and maintain critical relationships that promote growth through increased product usage, retention and loyalty.
• Advocacy, representing the Voice of the Customer.
• Troubleshoot product issues, escalate bugs and enhancement requests, and ensure smooth resolutions whilst contributing to product improvements.
• Understand customer business objectives, challenges, and success criteria, and align our products and services to meet their needs.
• Monitor customer health and usage metrics, identify risks and opportunities for intervention to drive customer retention, adoption, and renewal.
• Provide regular updates and reports to customers on their usage to demonstrate the value of our solutions.
• Drive adoption and usage of our products and services, providing guidance, training, and support as needed.
• Maintain regular communication and service meetings and proactively identifying challenges and opportunities.
• Foster trust and positive rapport with customers, becoming their point of contact for all product and service matters.
• Guiding, and advising and collaborating as needed to ensure successful project delivery and transition to support.
• Maintain a deep understanding of our products and services to be a true subject matter expert.
• Subscription and Service Delivery (support) oversight and management.

Experience and Qualifications:

• Bachelor’s degree in ICT, Business or related field or equivalent experience in industry.
• 5+ years of experience in relationship management, service delivery management, customer success management, or account management, or similar professional services or consulting role.
• Proven track record of building and maintaining strong relationships and driving customer success and retention.
• Experience working with IT Operations and BAU support teams, familiarity with ITIL, and ITSM platforms like ServiceNow, and Jira Service Management.
• Familiarity with CRM systems (e.g., HubSpot, Salesforce)
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and provide actionable insights.
• Proactive mindset with a passion for delivering exceptional customer service and driving customer satisfaction.
• Detail-oriented with strong organizational and time management skills.
• Proficiency in conducting product demonstrations.
• Knowledge of Asset Management software is a plus.