customer success manager - CODA Testing MRO Services

Job Brief:

Join CODA Testing and MRO Services as a Video Editor and become an integral part of our creative team! In this exciting role, you will be responsible for shaping and enhancing our visual storytelling through compelling video content. As a Video Editor, you will collaborate closely with producers, directors, and other creatives to ensure that our videos not only captivate our audience but also align with our branding and messaging goals. You will have the opportunity to work on a diverse range of projects, including promotional videos, training materials, and corporate communications. Your expertise in editing software and your keen eye for detail will allow you to transform raw footage into polished final products that convey our mission effectively. This position demands a high level of creativity, technical skills, and a strong sense of visual aesthetics. In our fast-paced environment, you will also need to manage multiple projects simultaneously while adhering to deadlines. If you are passionate about video editing and looking to contribute to a dynamic and growing company, we invite you to apply and showcase your skills with CODA Testing and MRO Services!

Responsibilities:

• Onboarding and Training: Guide new customers through the onboarding process, ensuring they understand how to use the product effectively.

• Relationship Management: Build and maintain strong relationships with customers, serving as their primary point of contact.

• Customer Engagement: Proactively engage with customers to understand their needs, gather feedback, and promote product usage.

• Performance Tracking: Monitor customer health metrics and product usage to identify areas for improvement and opportunities for upselling or cross-selling.

• Problem Resolution: Address customer inquiries and issues promptly, coordinating with support and product teams as necessary.

• Renewals and Retention: Work on strategies to ensure customer renewals, minimizing churn and maximizing lifetime value.

• Feedback Loop: Collect and relay customer feedback to product and marketing teams to help inform product development and enhancements.

• Account Planning: Develop account plans that align customer goals with the company’s offerings, ensuring mutual success.

• Reporting: Provide regular reports and updates to management on customer health, success stories, and challenges.

• Continuous Improvement: Stay informed about industry trends and best practices to improve customer success strategies and processes

Skills Required

• Communication Skills: Excellent verbal and written communication abilities to convey information clearly and build relationships.

• Empathy: The ability to understand and relate to customers’ needs and challenges, fostering trust and loyalty.

• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions quickly.

• Product Knowledge: Deep understanding of the company’s products or services to provide informed guidance and support.

• Customer Relationship Management (CRM): Familiarity with CRM tools and software to track customer interactions and manage accounts effectively.

• Data Analysis: Ability to analyze customer data and metrics to assess health and usage, and to derive actionable insights.

• Project Management: Strong organizational skills to manage multiple accounts and projects simultaneously.

• Negotiation Skills: Capable of handling contract renewals and upselling opportunities while maintaining positive relationships.

• Adaptability: Flexibility to adjust to changing customer needs and evolving industry trends.

• Technical Proficiency: Comfort with technology and software tools relevant to the industry, including remote communication platforms.

• Team Collaboration: Ability to work effectively with cross-functional teams, including sales, support, and product development.