Customer Success Manager

Are you eager to help companies to achieve their own success by building expertise? Do you like showing people how they can accomplish their goals easier? Are you into showing the business value to your customers by business insights and technical knowledge?

We are looking for the best candidates for our team. If you are enthusiastic for customer engagement, trust yourself, have relative experience, we would like to have you on board.

In this role, you will help customers to achieve the success with using our SAAS solutions. You will do so by creating success plans with them, train them for usage, understand the customers’ need and provide them suitable scenarios.

At Huawei Turkey R&D Center, we are serving clients with SAAS products. Our growth strategy includes providing the right customer experience across our products. Our Customer Success team has an essential responsibility for ensuring our promise to our customers.

What you will be doing:

• Work across multiple products and customers for building expertise.
• Analyze the customers’ product usage based on success indicators, identify opportunities of improvement for each customers based on their success plan.
• Conduct periodical success meetings with customers about their current status, their goals and next steps for them to increase their usage and value.
• Provide demos for helping customers realize full benefit of product features and minimize the uncertainty.
• Create product contents (Videos, FAQs, Blog Posts, etc.) based on the experience gained by customer activities.

Key Responsibilities:

• Success Plan Preparation and Execution for each customer based on the pain points and goals that they declared.
• Coordinate the customer success meetings for reviewing success plans, ensuring their understanding and usage, clarify next steps for increasing the business value.
• Provide demo and walkthroughs of product features to help engagement and adoption.
• Act as a trusted advisor to the customers. Build trust and confidence with customers through clear communication and by delivering on commitments.
• Ensure a solid understanding of the customer's technical environment, business goals and best practices to recommend ideal solutions for success.
• Respond questions of customers about how they will use the product for their specific cases.
• Create product 'how to' and best practice content such as blog posts, presentations, job aids, or FAQs .
• Seek for upsell and cross sell opportunities based on customer experience.
• Work with Account Managers for any opportunity on existing customers
• Work with Customer Support Responsibles for solving any technical and business issues that customers raise.

Qualifications:

• 5+ years experience in the Enterprise Software industry
• 2+ years in a Customer Success role, with a proven ability to deliver and grow customer value with enterprise technology solutions.
• A university degree or equivalent experience, ideally in a technical discipline.
• Proven track record in managing 10+ customers simultaneously and building customer relationships with both business and technical stakeholders.
• Excellent customer interaction skills, ability to hold responsibility for driving customer retention and/or growth outcomes with customers.
• Experience in customer-facing roles including support, project management, presales, professional services, training or consulting, preferably in a technical domain.
• Passion for customer success and experience of achieving customer satisfaction with existing products.
• Ability to articulate technical concepts and understand business drivers.
• Self-motivated, self-starter and able to work successfully in a 100% virtual environment.
• Excellent written and verbal English communication skills.