Customer Success Manager

Company Description

Founded in 1989, Marval is a leading global provider of enterprise IT Service Management (ITSM) software with over 30 years of industry experience. Marval combines extensive knowledge and expertise with innovative system design. We continually enhance our products with new features and functionality, including Machine Learning and Artificial Intelligence. Marval is a trusted partner to both public and private sector organisations worldwide, empowering support teams to deliver exceptional service management and customer experiences.

Role Description

As part of our growth plans this year, we are currently looking for a permanent or contract Customer Success Manager to join our global team.

The role is an intermediary role (single point of contact) between the customer and our organisation, with the right candidate having sound communication and business acumen to effectively manage internal and external stakeholder expectations. If you are passionate about delivering an excellent customer experience and have demonstrable planning, problem solving and communication skills, then get in touch now.

The right candidate will be responsible for:

• Being the overall single point of contact for the customer, managing the overall responsibility for customer engagement process, collaborating with internal teams in conducting service reviews with Marval customers. This will include contractual SLAs and continual feedback.
• Clarifying and communicating customer requirements, issues and escalations internally
• Ensuring intelligent data analysis is readied for all meetings.
• Feedback outcomes and learnings to relevant areas of the business.
• Representing customers in discussions regarding support processes and project delivery.
• Supporting the sales team with understanding and defining customer needs and expectations.
• Conducting customer demos including configuration of the Marval Service Management system where necessary.
• Any other tasks as required to meet the needs of the role.

Qualifications/ skills/experience that will set you apart:

• Skills in Customer Satisfaction and Customer Retention
• Ability to build strong relationships and provide excellent Customer Service
• Strong Analytical Skills to monitor and analyse customer metrics
• Excellent communication and interpersonal skills
• Experience in IT Service Management (ITSM) or related fields is a plus
• At least 3 years project management experience requisite
• At least 2 years of experience in service management roles
• Highly organised with the ability to plan for short, medium and long-term objectives.
• Technically savvy with the ability to translate technical information and concepts into business requirements.
• Able to design and implement metrics to help inform delivery improvement activities
• Diplomatic and adept at operating across different departments and reporting structures.
• Curious, analytical and inquisitive, you will be comfortable with challenging the customer to ensure we fully understand their desired outcomes.
• Experienced in identifying opportunities for process and robotic automation.
• Able to work under their own steam and as part of a team
• Prior experience dealing directly with senior stakeholders
• ITIL foundation certified (minimum)