The Customer Success Manager is responsible for customer onboarding, retention, prevention of churn and general customer happiness, while ensuring that problems are taken care of and solutions are delivered.

Your daily tasks and responsibilities:

• Being an ultimate owner of customer care by effectively cooperating with Presales, Professional Services, and Technical Support Team.

• Provide leadership and prioritization for internal resources to ensure unquestionable customer satisfaction and effective use of resources.

• Provide people leadership to ensure common goals, aligned communication within the teams.

• Act as a single point of technical escalation whenever a presales, professional services or support issue requires cross departmental cooperation especially with product development team.

• Follow up and drive issue resolution across the organization to demonstrate ownership and attention toward customers.

• Channel consolidated customer queries and feedback to Product Team back and forth.

• Help build an efficient process for our Technical Support Team so that customers get easy access to our product documentation, knowledge base, chat and support tickets to reduce issue resolution time and human resources while providing a pleasant experience for the customer.

• Prepare customer satisfaction surveys to measure how they perceive the quality of NXLog products and services, gather suggestions, and share our roadmap.

• Participate in follow up sessions, meetings and calls with customers connecting them with the Presales and Sales Teams if required.

• Project manage professional services projects to ensure customer requirements and deadlines are met. Coordinate the work of the Professional Services Team and integration engineers as needed.

• Help new customers achieve their goals with product deployment and follow up after customer onboarding.

• Identify upsell opportunities and suggest training, add-on products, professional services or technical support services if the customer is unable to make adequate progress on their own. Offer product demos to customers and make them aware of new product and features as they are released.

• Ensure the right cooperation between Presales, Professional Services and Technical Support Team to ensure key prospects are able to complete POCs successfully.

• Ensure that the Technical Support Team is able to meet SLAs by monitoring KPIs together with the team lead.

• Assist the Technical Support Team with escalations related to bug fixes, feature requests and enhancements involving the product and developer teams. Provide updates to the customer about the progress and notify them when requested features are released. Follow up to see if the solution meets their expectations.

• Help the Marketing Team with the preparation of case studies and customer testimonials.

• Close cooperation and communication with all partner departments and relevant internal stakeholders, including Sales, Presales, Marketing, Technical Support, Product Development, technology evangelist.

• Identify any red flags and act immediately to fix a problem before it becomes a complaint and a disappointment.

• Work with Product Management providing feedback on how the products can be improved based on customer requirements.

• Develop a trusted relationship with stakeholders within customer organizations of key accounts. Carry out periodic health checks to ensure key customers are happy.

• Attempt to win churned customers back and help better understand reasons for leaving to minimize future churn.

• Gather feedback from prospects and customers about the quality of service and product feature-set in collaboration with the Marketing Team.

• Improve customer satisfaction and value-perception helping to close deals more efficiently and delivering an overall positive customer experience with NXLog.

Required skills and competencies:

• Strong leadership skills and the ability to create effective processes.

• Good presentation and communication skills with the ability to work with different types of audiences, most commonly IT security, system administration and integration engineers.

• Experience in working with complex, multi-divisional, multi-geographical customers.

• Ability to drive and lead virtual meetings efficiently.

• Adequate knowledge about IT security solutions such as IDS, EDR, anti-malware, firewalls, content-filtering, identity management, etc. Experience with SIEM and log management products would be definitely an advantage.

• Technical aptitude and the ability to learn new technology concepts quickly, fuelled by passion.

• Knowledge of best practices in customer service and retention.

• Experience working with cross-functional teams.

• Competencies for remote work

• Master’s degree in Information Technology or similar

• Professional experience (years): minimum 5+ years

• Language: Fluent English skills (oral and written)

An ideal candidate for this role will have a wide breadth of knowledge and experience of what makes customers happy and satisfied within an IT software solutions context. As this is a remote job typically there is no need to visit clients. All communication is over E-mail, phone and online meetings.