Customer Success Manager
hace 1 mes
Overview:
**A career in tech. Work with the biggest and best names in technology**
We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.
**Responsibilities**:
The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success. As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other’s goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.
**This role will**:
- Serve as single point of contact for customers, supporting client customer service by gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions.
- Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
- Interact and collaborate cross-functionally with internal teams to resolve cases, including Support Renewals, Marketing, Support Delivery, and Product Management.
- Maintain the client database, keeping customer information reconciled and up to date.
- Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.
Qualifications:
**Sales Support & Customer Care is a good fit for you if**:
- You’re customer-obsessed, take the initiative, and exceed expectations.
- You have a passion for IT solutions & service.
- You’re proficient in both written and spoken English (being bilingual is preferred).
- You have excellent communication and negotiation skills.
- You’re self-motivated and accountable for meeting your obligations.
- You’re good at maintaining positive working relationships.
- You have experience in multicultural environments.
**In this role**:
- Up to 2 years of experience in a customer service, customer support or related technical support role and basic understanding of technology-based and customer support are required.
- Proficiency in both written and spoken English required.
- Higher-level education in a technology discipline or technical certifications preferred.
- Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc., required.
- Experience in customer care, pre-sales, account management, quality assurance, or IT required.
- Customer obsession, initiative, and drive to exceed expectations required.
- Creativity, adaptability, and strong problem-solving skills required.
- Ability to work independently but know when to collaborate required.
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