Client Success Manager

Job Title:

Client Success Manager

Job Description

Job Description Summary
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

As a Customer Success Manager (CSM), you will play a crucial role in ensuring client satisfaction and long-term success. Acting as the primary point of contact between clients and the company, you will address client needs, resolve issues, and identify growth opportunities. Reporting to the Director of Customer Success Management, you will conduct monthly Executive Steering meetings, Quarterly Business Reviews, and performance reporting.

The CSM focuses on the client’s overall satisfaction and long-term success, working to build lasting relationships, understand client goals, and ensure that the product or service meets the client’s needs over time.

Responsibilities:

• Build and maintain strong relationships with clients, serving as their main point of contact to quickly address and resolve post-sales issues.

• Facilitate the onboarding process for new clients, ensuring rapid setup, adoption, and satisfaction with the platform.

• Gather client feedback to enhance services and relay insights to sales and RFP teams, ensuring ongoing improvement in service delivery.

• Collaborate with clients to identify upselling opportunities and support long-term partnerships, helping them achieve their goals.

• Track client health metrics, adoption rates, and satisfaction scores to inform strategies for improvement and measure overall success.

• Work closely with internal teams to ensure effective communication and alignment across all levels, from executives to technical staff.

• Maintain productive relationships with external vendors and partners to support cohesive client success efforts.

• Conduct quarterly business reviews to detail client adoption and progress, adapting strategies based on data-driven insights to support ongoing client success.

• Address and resolve post-sales client issues, working with subject matter experts (SMEs) to develop tailored solutions that improve client satisfaction.

• Provide feedback to sales and RFP teams on client experiences, ensuring continuous improvement in service delivery.

Qualifications:

• Knowledge of specific platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.

• Proficiency in managing omnichannel communications, including voice, chat, email, and social channels.

• Familiarity with reporting tools or BI tools like Tableau, Power BI, or native CCaaS analytics.

• Experience with customer management tools like Salesforce, Gainsight, or Zendesk to track customer health and manage interactions.

• Ability to coordinate with technical teams for incident management and issue resolution.

• Understanding of data protection regulations (GDPR, HIPAA, PCI-DSS) as they pertain to CCaaS platforms.

• Awareness of role-based access control and its application to CCaaS.

• Knowledge of SaaS and cloud-based deployment models, including uptime, SLAs, and maintenance schedules.

• Strong problem-solving skills and the ability to adapt to changing client needs and priorities.

• Experience in managing relationships with a diverse range of customers.

• Ability to collaborate with sales, marketing, and product teams to align efforts and share insights for collective growth.

• Strong communication skills to effectively convey the benefits of products and services while navigating discussions to meet client expectations.

Location:

UK, Work at Home, GB

Language Requirements:

Time Type:

Full time

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