Customer Success Manager - AVIAN

Safeguard customer satisfaction by consistently meeting obligations and managing expectations - ensuring our products, services, and support provide seamless value throughout the entire customer journey!

As a Customer Success Manager, you will be responsible for protecting customer satisfaction by meeting service obligations, such as SLAs, and effectively managing expectations regarding our high-tech products and support. You will act as the primary contact after project delivery, ensuring services are provided according to warranties while serving as the first-level escalation point. By analyzing performance KPIs and aligning service strategies with business goals, you will bridge the gap between customer needs and internal operations. This role reports to the Manager of Customer Success.

• Act as the key contact for customers post-delivery to ensure service aligns with SLAs or warranties and manage first-level escalations.

• Collaborate with customer success and product teams to ensure service delivery supports broader business goals.

• Monitor all service and support subscriptions and develop plans to proactively reach out to individual customers periodically.

• Analyze KPIs to assess product performance and customer satisfaction scores, providing periodic reports to management.

• Ensure any support provided outside of standard SLAs is properly registered and billed to the customer.

• Relay customer feedback to relevant departments to drive product improvements, new feature development, or contractual updates.

• Participate in periodic audits to identify opportunities to improve standard SLAs and service-related Terms & Conditions.

• Provide insights to the Sales Team to assist in proposal creation for additional sales or system renewals with existing customers.

• Work closely with internal teams like Supply Chain, Account Management, and Service Engineering, as well as external customers and suppliers.