Position title
Customer Success Manager
Responsibilities
  • Develop and execute against client specific account plans
  • Understand client environment, how they interact with brightfin, their use cases and value they get from using brightfin solutions.
  • Being an expert on the brightfin technology and service delivery model. This will include supporting client requests, educating and training client on functionality and capabilities, and understanding and promoting new functionality.
  • Manage client engagement around NPS, CSAT and other client feedback programs.
  • Work with implementation and onboarding managers when needed to ensure client expectations are set correctly and delivered against
  • Work with internal cross-functional teams to ensure high quality service delivery outcomes for clients
  • Engage internal operations and service delivery teams to support client issues when needed, escalate if necessary
  • Maintain client playbooks and account plans
  • Support bf finance with billing, accounting and payment related inquiries when needed.
  • Understand and drive best practices and scalability in client accounts.
  • Collaborate with and share best practices with other delivery managers and internal teams
  • Work with renewal manager and client account managers when needed to support contracting activity around renewals and upsell opportunities
  • Support sales teams with client references and case studies if needed
  • Update and maintain data in CRM, project management and other tools used to support client and maintain brightfin process and systems
  • Understand contract scope and ensure that brightfin delivers on, or there is a plan with client around managing the delivery of contract scope
  • Act as voice of client inside brightfin by advocating for client value and service delivery experience, including raising and escalating issues proactively."
Qualifications
  • Great interpersonal abilities to create, maintain and enhance Client relationships.
  • Technical competence (understand software development and adjoined services).
  • Experience in account management and project management
  • Strong service/client-oriented attitude.
  • Solid understanding of change and expectations management.
  • Can plan and execute responsibilities with minimal direction.
  • Excellent command in spoken and written English.

Screening Criteria:

  • With 2-3 years of experience related to the role
  • Excel or Microsoft office - Intermediate to Advance. The candidate needs to manage reports/data, create PowerPoint presentations to discuss with the clients of brightfin. This means that the candidate has experience in creating/presenting QBR decks.
Job Location
WFH Permanent
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