Position: Customer Success Manager (2 FTE)
Company: AVA LIMITED
Experience required: 2y
Category: Support
English level: upper
Published: 2022-10-01T00:00:00+03:00

Will work on:
•	Meet periodically with Clients to review needs and concerns, and any trouble tickets
•	Be the voice of customers and identify features and innovations that can become part of the product development roadmap
•	Work with customers to develop and execute a success plan that outlines how their critical needs will be addressed both immediately and in the future (including metrics for success).
•	Ensure clients receive Business Review meetings and a review of and assess feedback to coincide with their most recent Net Promoter Score
•	Scorecard rank client satisfaction based on client interactions and in partnership with a leadership action plan for improvement for those clients that present an attrition risk
•	Advocate for completion of tickets, resolution of non-critical problems with the Technical Support Engineer, Engineering Teams and other internal stakeholders
•	Help shape Product strategy to meet high-value client demands; including identifying key feature requests by clients that would better the product usability
•	Monitor customer value and utilization trends, including regular customer “health checkups” and proactively act upon them.

Requirements
•	5 years+ of Operational experience, preferably in Contact Centers serving lending or financial institutions, banks, insurance, or investment businesses. 
•	Minimum of 2 years of customer success, strategic account management, or sales experience in a business-to-business SaaS environment or equivalent Technology project experience in a SaaS vendor or vendor management role. Experience commensurate with size and complexity of assigned customer(s)
•	Experience and ability to code in Sequel Database, understand API endpoints and multiple environments. Ability to use Postman collections to trouble shoot payload problems, understand 400 and 500 errors.
•	Highly data-driven, with a commitment to the process. Excited about driving analytical exercises to analyze, manage, monitor, and report on key data trends in efficiency, quality, and/or Customer Satisfaction based upon data observation, correlation, and gap analysis
•	Excellent customer relationship skills
•	Excellent verbal and written communication skills
•	English-speaking proficiency is required
•	Proficiency using all Google Suite applications is a must