CSM

Role Overview:

As part of the Customer Success team, you guide and advise clients to help them achieve their business goals by improving their conversion rates using Wingify solutions while closely collaborating with the sales, account management, and technical teams. This role requires outstanding relationship management skills and technical and business acumen.

Key Responsibilities:

• Work closely and own responsibility for the success of your assigned portfolio of customers to help them track the correct metrics required for measuring their online business performance, form strategies to improve the existing conversion rate using innovative ideas, define, implement, and manage their experimentation program.
• Manage the onboarding of new clients.
• Help build loyalty by creating an excellent relationship with the customers.
• Arrange operational and methodological training sessions for your accounts
• Resolve any issues and problems faced by customers
• Manage complaints to maintain trust
• Serve as the link of communication between customers and internal teams
• Maximize your portfolio’s retention by minimizing churn and contraction

Required Skills & Experience:

• Prior experience in a customer-facing role or equivalent, a history of increasing customer satisfaction.
• Understanding of Conversion Rate Optimization space
• Knowledge of Digital Marketing techniques and online promotional activities.
• Analytical thinker who can translate complex data into actionable plans
• Understanding of Google Analytics
• Knowledge of how SaaS works
• Excellent customer relationship management skills.
• Outstanding communication, understanding, and writing skills.
• Understanding of web applications, HTML, JavaScript, and CSS is a plus
• Bachelor’s degree, Business or Computer Science related.
• Minimum 3 years of customer-facing experience.