Customer Success Manager at d.light

Job Description

R&Rs

• Holding product platform training for internal staff and partners:  New features, migration and UATs for vital features 
• Creating professional communication and training resources for the product platform users
• Managing Customer Success relationship with Partnerships
• Managing Customer Success relationship with Product teams 
• Collecting and using customer satisfaction feedback on d.light's software products to improve Software products/ build product backlog
• Managing new application products adoption by customers
• Maintaining Product Knowledge Base 
• Managing Customer Feedback <> Business Product build
• Feature Request Management and Product Roadmap Collaboration
• Promote value through customer experience 
• Review customer complaints and concerns and seek to improve the customer experience 

KPIs

• Net Promoter Score (NPS)
• Customer support tickets resolution performance
• Customer effort score
• Customer satisfaction score.   

Desired Skills and Experience 

• Proven work experience as a Customer Success Manager or similar role
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service 
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards