Intugine Technologies - Manager - Customer Success

Description:

The Customer Success plays a pivotal role in the business and carries a high level of responsibility.

As well as overseeing all operational areas of the business, the role is central to supporting business growth.

He/she interacts directly with customers, internal stakeholders and providers.

Responsibilities:

- Ensuring the execution of Operational Processes to allow the business to efficiently operate and grow.

- Ability to follow up & coordinate with multiple internal stakeholders.

- Following up on clear metrics for performance measurement & turnaround times for each of the key processes.

- Travel to client locations if needed to understand their needs, train them about Intugine's solutions and build relationships with them.

- Manage customer worklists so customer requests are implemented at pace, ultimately improving customer service standards.

- Design and set up processes, and work on continuous improvement of the set processes.

- Collaborate with the technical team to set up or configure Intugines software platform as per clients requirements and troubleshoot technical issues raised by them.

- Set and monitor KPIs on implemented projects.

- Implement systems and processes that deliver improvement toward 100% conformance to client requirements.

- Research and analyse Intugine's new products and design a process for their implementation.

Requirements:

- Any prior experience in operations/customer success would be preferred.

- You must be able to see the big picture as well as the finer details, as your work is across the spectrum.

- You will deal in small daily matters, as well as larger aims and setting goals.

- A systematic, organised approach to work is vital.

- Brilliant communication and interpersonal skills, for dealing with many types of people at all levels in a direct diplomatic way, are essential.

- An understanding of customer/client requirements is a must.

- Soft skills, including effective time management, prioritising and delegation, is a must.

- You must be able to lead, coach, inspire, support and motivate your team, and always seek to improve best practice.

- Knowledge in SCM is a plus.

- Having natural creative flair and being full of ideas and energy to introduce new concepts and innovations would also be advantageous.

- Desire to assume responsibility and work autonomously