Customer Success Manager

We are CEDCOSS, a leading solutions provider working across vertical markets to accelerate smooth digital transformation. Through dedicated professionals, the company has delivered best-in-class IT solutions. We operate in 25 countries worldwide and cater to more than 15,000 clients. We are eCommerce companies and digital economy companies. We consider it aprivilege to be recognized by organizations for our success for our core values of teamwork,ethics, and excellence. It's a company built on an employee-first philosophy. Our collective of like-minded individuals makes our company dynamic. We embrace diverse viewpoints and perspectives to bring everyone the spark of learning. We strive to create more diverse,equitable, and inclusive communities through continuous learning, personal growth, and employee engagement.

We welcome your authentic self to our team, where you will grow beyond your expectations.

Our search is for :

CEDCOSS seeks a passionate Customer Success Manager who will play a pivotal role in ensuring our customers achieve their desired outcomes while using our SAAS and Ecommerce solutions. You will be the primary point of contact for our clients, guiding them through their journey with our products and services. Your mission is to drive customer satisfaction, retention, and expansion through proactive engagement and personalized support.

Customer Success Management (CSM) is a critical function in businesses that rely on customer retention and satisfaction. Churn management, also known as churn reduction or customer retention management, is a key aspect of the CSM role. Churn refers to the rate at which customers stop using a company's products or services. High churn rates can be detrimental to a company's growth and profitability, which is why CSMs are tasked with managing and reducing churn.

What You'll Be Working On :

Customer Onboarding:

- Conduct thorough onboarding sessions to introduce clients to our products and services.

- Collaborate with the Sales and Implementation teams to ensure a seamless transition from the sales process to product adoption.

Account Management:

- Develop and maintain strong, long-term relationships with key customer stakeholders.

- Continuously assess customer needs and goals, providing tailored solutions and recommendations.

Upselling and Cross-selling:

- Identify opportunities for customers to upgrade their subscription or purchase additional products or services.

- Collaborate with sales teams to execute upsell and cross-sell strategies.

Renewals and Retention:

- Ensure that customers renew their contracts or subscriptions.

- Develop and execute retention strategies to prevent customer churn.

- Proactively engage with at-risk customers to address their concerns.

Customer Education:

- Create and deliver training materials, webinars, and documentation to empower customers to maximize the value of our products.

- Keep customers informed about product updates, best practices, and industry trends.

Support and Issue Resolution:

- Serve as the primary point of contact for customer inquiries and issues, ensuring timely resolution.

- Collaborate with technical support teams to resolve technical challenges effectively.

Product Knowledge:

- Stay up-to-date on product updates, features, and capabilities.

- Be able to demonstrate and communicate the product's value to customers.

Cross-Functional Collaboration:

- Work closely with sales, marketing, product development, and other teams to align

customer success efforts with the overall company strategy.

- Share customer insights and feedback with relevant departments to drive product improvements.

Qualifications:

- Bachelor's degree in business, marketing, or a related field (Master's degree preferred).

- Proven experience in a customer-facing role, such as customer success, account management, or sales.

- Strong communication and interpersonal skills.

- Excellent problem-solving and conflict resolution abilities.

- Demonstrated ability to manage multiple customer accounts simultaneously.

- Proficiency in customer relationship management (CRM) software.

- Data-driven mindset with the ability to analyze and interpret customer data.

Here's what we believe in

- Empathy addresses the ability to be humane.

- Humility brings us future leaders.

- Organizational Ethics demonstrates expertise on subject matters with on-job experience.

- Quality of Work ensures deployment and delivery of exceptional outcomes

- Attention to details

- Multitasking capabilities to meet set deadlines and schedule

About the Organization

With its foundation established in 2010, we're an Information and Technology organization that has since hustled and contributed to the broad niche of eCommerce and Digital Marketing. CEDCOSS Technologies is a parent company proudly parenting its bright children

CedCommerce - The eCommerce wing of CEDCOSS is thriving to make the internet a better place to sell. With more than 15000+ happy clients worldwide, our business model caters to the United States, UK, Germany, France, The conglomerates of the Asian Island- Singapore, Malaysia, Thailand, Australia, and various other countries around the globe. With the expansion of our business roles into the whole digital marketing world, we are a humbly proud choice of 5000+ SMBs and online businesses flourishing their businesses worldwide with our impeccable digital marketing services.

MakeWebBetter - The pillar initiated as a core digital marketing agency now has unfolded wings into developing plugins for technologies like WordPress, WooCommerce, etc.

MakeWebBetter stands tall, hands with the inbound marketing giant Hubspot Inc., a Premium Partner.

Magenative - We like to call it the 'handy' among our subsidiaries. Magenative holds impeccable expertise in mobile app development. Helping businesses convert their eCommerce stores to mobile apps, Magenative, in collaboration with CedCommerce, won the prestigious Magento Innovations Lab Awards twice.

WP Swings - Redefining our existing footprints in the world of WordPress and Woocommerce, WP Swings is our newest addition. Our mission is to become a dedicated service provider for WordPress, from plugins to solutions

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