Customer Success Manager

6+ years of experience in roles relevant to software engineering and development
3+ years of experience as an engineering manager/delivery manager or 3+ years of leading a team, particularly in a high-growth environment
Experience managing multiple projects and/or accounts with 20+ people
Strong project management skills, including conceptualisation, analysis, driving alignment, planning resources, managing milestones and objectives risk, quality management, and Agile practices
Client engagement experience
Experience in building and developing customer relationship
Experience in technical pre-sales engagement
Experience in business and strategy development
Skills to recognise talent and know when to nurture it in others
You communicate and collaborate exceptionally well with clients, and with partners from across the company, from engineering to data analytics to product
Technical knowledge and expertise
Data-driven mindset, but also have the experience and wisdom to trust your intuition
Coaching experience
Strong English language skills
General expectations from the role:
Plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
To make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
Expected to identify opportunities, and customer needs by maintaining an excellent relationship with end-users and stakeholders.
Expected to identify issues and customer related risks, and manage them proactively
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
Developing a deep understanding of projects to gain insights into the scope of service delivery.
Taking accountability for delivery performance, meeting customer expectations, and driving future demand.
Analyzing third-party as well as internal processes, and creating strategies for delivery optimization.
Responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction
May perform technical tasks, such as troubleshooting technical issues, and may perform people management tasks, such as managing team performance
Demonstrate strong leadership and teamworking skills. Demonstrate excellent communication and computer skills.

To establish and maintain relationship with relevant stakeholders on customer side; required relationship on a C-Level
To understand customer’s strategy
To understand customer’s business environment
To continuously work on identifying opportunities for expansion and account growth
To ensure that customers see value in the service they pay for and that they’re happy with the results
To secure efficient customer and team onboarding, and facilitate Delivery kick off
To oversee invoicing and be accountable for the profitability of the account
To understand and secure the adherence to the chosen SDLC process
To continuously follow up on customer’s perception of Newfire’s contribution
To continuously follow up on customer’s satisfaction
To define frequency of following up and to follow up on Delivery with Project Manager
To define frequency of following up and to follow up on Delivery with customer
To communicate account status on regular basis to Newfire management, according to relevant guidelines