Customer Success Manager

Varna

Full-time

Permanent employee

Main responsibilities

Manage BPO client relationships for the purposes of developing the current partnerships and creating new business opportunities;
Work Strategically and Commercially;
Support account leads by developing and managing an active opportunity;
Provides technical support to the clients before and after-sales;
Support business practices through developing relationships and account planning within existing accounts and target accounts;
Evaluating customer needs to suggest upgrades or additional services;
Prepares analysis on weekly/monthly/yearly basis about cost, quality, productivity, client satisfaction and identifies trends, opportunities, issues, concerns, and successes;
Design and develop daily, weekly, monthly reporting to senior management;
Manage client procurement relationships, including negotiating and managing commercial contracts;
Provide leadership and project oversight for all initiatives - scope statements, budgets, project plans, business requirements, testing and test plans and implementation;
Utilize data analytics to identify key trends in the business and collaborate with members of the management team to provide recommendations and solutions;
Negotiating rates and prices with clients;

Excellent English language skills;
Experience in technical support, sales, and account management;
Good technical understanding;
Excellent communication and interpersonal skills;
Ability to self-organize and achieve objectives within committed timeframes;
Familiarity with client on-boarding requirements and an ability to think creatively;
Collaboration, organization and multi-tasking skills;
Good critical thinking and problem-solving skills;

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