Customer Success Manager

The Business & Employment Centre on behalf of its client Business Barbados, is recruiting for the full-time role of Customer Success Manager.

Business Barbados is designed to modernise and enhance the way the business is conducted in Barbados. The entity is responsible for corporate and intellectual property registration, with an expanded portfolio of services to come. The statutory corporation is at the forefront of making Barbados’ business landscape accessible to all, helping companies start, maintain and protect their businesses and investments. Business Barbados is at the heart of business for local and global investors, redefining business facilitation.

Job Title: Customer Success Manager
Reports To: Head of Customer Experience & Success Operations

Key Responsibilities:
Client Relationship Management:

• Establish and maintain strong, long-lasting relationships with clients.
• Serve as the primary point of contact for assigned clients, ensuring their needs are met and exceeded.
• Conduct regular check-ins and business reviews with clients to ensure alignment and satisfaction.

Onboarding and Training:

• Oversee the client onboarding process, ensuring a smooth transition and effective implementation of our products/services.
• Provide training and support to clients, helping them to maximize the value of our offerings.

Team Leadership and Development:

• Manage, mentor, and develop a team of Customer Success Account Executives and operational staff.
• Set performance goals, conduct regular performance reviews, and provide ongoing coaching and training.
• Foster a positive and collaborative team environment.

Client Support and Advocacy:

• Address client inquiries and resolve issues in a timely and effective manner.
• Advocate for client needs within the company, ensuring their feedback is heard and acted upon.
• Collaborate with internal teams to ensure client requirements are understood and met.

Performance Monitoring and Reporting:

• Monitor client usage and performance metrics to identify areas of improvement and success.
• Prepare and deliver reports on client performance and satisfaction.
• Use data to provide insights and recommendations to clients for optimizing their experience.

Renewal and Upsell Management:

• Manage contract renewals, ensuring high retention rates and client satisfaction.
• Identify opportunities for upselling and cross-selling additional products/services to clients.
• Work closely with the sales team to support client growth and expansion.

Continuous Improvement:

• Stay updated on industry trends and best practices in customer success management.
• Identify opportunities for improving customer success processes and methodologies.
• Participate in professional development opportunities to enhance skills and knowledge.

• Perform any other job-related duties as assigned.

Key Skills and Competencies:
Customer-Centric Approach: Deep understanding of customer needs and a commitment to ensuring their success.
Relationship Building: Strong interpersonal skills with the ability to build and maintain lasting client relationships.
Problem-Solving: Effective at identifying issues and providing solutions that meet client needs.
Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly.
Project Management: Strong organizational skills and ability to manage multiple client projects simultaneously.
Analytical Skills: Proficiency in using data to monitor client performance and drive decision-making.

Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Proven experience as a Customer Success Manager or similar role.
• Strong understanding of customer success metrics and methodologies.
• Proficiency in CRM software and customer success platforms.
• Excellent communication and interpersonal skills.
• Strong problem-solving and organizational skills.
• Knowledge of the local market and business landscape in Barbados.
• Certification in customer success management or related fields.

Working Conditions:

• This position operates primarily in an office environment, with occasional travel for client meetings or presentations.
• Flexibility in working hours may be required to accommodate client needs or deadlines.
• Professional demeanour and adherence to confidentiality standards are essential.