What are the responsibilities and job description for the DMS Customer Success Manager position at The Hackett Group?
General Profile
- A Customer Success Manager acts as a liaison between our Support Center and our customers and the different units in the organization. It’s one of the most important drivers of value from a customer’s perspective is the perception of the service provider’s services.
- It’s a key position, the role of Customer Success Manager is dedicated to monitoring customer satisfaction and understanding and relaying customer needs to the rest of the company’s staff. The CSM role is tethered between the service provider and the customer at strategic and tactical levels, ensuring that the company understands the business requirements of the customer and is able to provide services that meet these needs.
Responsibilities
- Customer Experience: CSM responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders. CSM will ensure the timely and successful delivery of our services according to customer needs and improve the entire customer experience.
- Crisis Management: Point of Contact for the escalation path during emergencies, critical or major incidents. 24/7 Availability.
- Operation Management: Coordination with key internal roles. Responsible for overseeing all customers’ budgets. Provide Accounts Status Reports to Upper Management.
- Business Delivery: Monitor quality of delivery levels ensuring high levels of attention to detail.
- Project Management: Leads projects related to the customers.
- Service Level Management: Monitor quality of services based on service-level agreements and take action when needed.
Required skills/experience
- Project Management
- Account Management
- Sales/Upselling.
- Task Coordination & Resource Planning
- Relationship-building
- Strategic thinking
- Assertiveness and diplomacy
- Energy and focus
- Strong communication skills
- Highly skilled negotiating and problem-solving skills
- Leadership skills
- Ability to be collaborative and to encourage collaboration