Customer Success Manager

Roles and Responsibilities

Build and Maintain Client Relationships Develop and nurture strong, trust-based relationships with key client stakeholders. Understand client business strategies and align support efforts accordingly while working within the sprint framework. Ensure effective sprint execution and prioritisation of client JIRA tickets. Client Support Planning Coordinate resolution of client JIRA support tickets, ensuring adherence to SLAs. Facilitate prioritisation of incidents and feature requests in collaboration with Operations. Manage escalations and maintain timely communication with clients regarding progress and resolution. Keep clients informed about system updates, enhancements, and changes to support processes. Client Engagement and Retention Conduct regular check-ins and strategic reviews with clients through planned Steering Committee meetings. Support the onboarding of new clients and/...