Customer Success Manager

nClouds is a credentialed, award-winning provider of DevOps and cloud professional services, products, and solutions, specializing in modern infrastructures on AWS. We work as an extension of our clients and love tackling their stickiest challenges. All so our clients can deliver innovation faster and create awesome customer experiences.

As a Customer Success Manager, you will have a direct effect on the bottom line of the company by ensuring all customers are making the most of the software and providing solutions to any problems they encounter. They reach out with news of software upgrades and new product features, providing any necessary training with the primary aim to optimise all customers’ experience of the software, therefore increasing overall customer retention and minimising costs for the business.

Job Scope:

As a Customer Success Manager, you will have a direct effect on the bottom line of the company by ensuring all customers are making the most of the software and providing solutions to any problems they encounter. They reach out with news of software upgrades and new product features, providing any necessary training with the primary aim to optimise all customers’ experience of the software, therefore increasing overall customer retention and minimising costs for the business.

About the Role:

• Develop customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• Ensure all customers are successfully using the product or service they’ve purchased from the company.
• Develop a detailed project plan to track progress in the form of weekly sprints/goals and properly defined milestones.  
• Manage the relationship with the clients.  
• Provide technical support and ad-hoc training to customers who use the company’s product or service, replying to inbound queries.
• Ensure customers remain satisfied with the product or service by educating them about functional capabilities and possible upgrades.
• Aid with the development and improvement of the product or service by gathering feedback to identify recurring issues and addressing these with the product or service manager. 
• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and retention.

About You:

• You love client interaction and you manage relationships brilliantly.  
• You coordinate internal resources for flawless execution of projects. No one has ever seen you sweat (except maybe at the gym)
• Thorough knowledge of (or eagerness to learn about) the company’s product or service and their capabilities.
• Technical aptitude and the ability to understand and explain complex concepts in simple terms.
• Great interpersonal and relationship-building skills.
• Excellent written and verbal communication skills.
• Customer service experience and a customer-centric attitude.
• Knowledge of other languages is helpful if the company works internationally.
• Some B2B sales experience is often beneficial if the role involves upselling.
• Is often the first port of call for customers and is available to answer any in-bound questions.

Perks & Benefits

Work From Anywhere:

At nClouds, we are proud to adopt a fully remote work system where all team members have the discretion to work everywhere. With such a remote model, you will be able to have a real work-life balance and enjoy more time with your family.

A Diverse Collaborative Team:

You will be surrounded by a team who hail from over 16 countries, backgrounds, and cultures. Our diversity is our strength and an immense source of pride. We believe having diverse talent collaborate in an inclusive environment helps us to be a better, stronger company.

Opportunities for Growth:

• Training, certifications & technical mentoring
• Access to Udemy business courses
• Career coaching sessions

Wellness Programs:

• Mindfulness Sessions
• Yoga classes
• Free Gym