Customer Success Manager

Role Overview

The Customer Success Manager will ensure customers maximise the value of Coface’s Business Information solutions through effective onboarding, adoption and ongoing support. Working closely with customers and Account Managers, this role will drive product engagement, customer satisfaction, retention and growth opportunities while acting as a trusted advisor throughout the customer lifecycle.

What You Will Do

Manage customer onboarding and implementation, understand customer objectives and develop adoption plans, deliver onboarding, training and product demonstration sessions, drive customer adoption and engagement, act as the primary point of contact for customer queries, maintain regular communication with customers, gather customer feedback, provide insights to support product and service enhancements, and identify upsell and expansion opportunities.

Why It Might Be a Fit

This role requires excellent communication, presentation and training delivery skills, strong organisational skills, ability to translate customer requirements into clear actions and solutions, experience using CRM, reporting and customer management tools, strong analytical skills, and strong customer relationship management skills.

Requirements

• Minimum of 3 years’ experience in Customer Success, Customer Support, Implementation, Account Management, Consulting, SaaS, Data Solutions or another client-facing B2B environment.
• Bachelor’s degree in Business, Finance, or a related field
• Proven experience managing customer onboarding, adoption and post-sale customer engagement.
• Experience coordinating activities across commercial, operational, product and technical teams.
• Experience using customer, service or usage data to identify risks, opportunities and customer success actions.
• Strong customer relationship management skills with the ability to build trust and credibility.
• Excellent communication, presentation and training delivery skills.
• Strong organisational skills with a structured and proactive approach to managing multiple priorities.
• Ability to translate customer requirements into clear actions and solutions.
• Experience using CRM, reporting and customer management tools.
• Strong analytical skills with the ability to interpret customer usage and engagement data.

Tagged as: Data Analysis