Customer Success Manager

If you have Virtual Office and or Contact Center experience, we have the perfect position for you. Are you Customer Service focused? Are you detail-oriented and like technology? Are you looking for growth opportunities while working remote? You’ve found it at NexGen!

About the Company

NexGen Technologies (NGT) has launched a new generation of customer contact management solutions, services, and technologies. NGT provides a new level of customer-centric services/technologies across all interactions in existing and emerging markets, specifically targeting the rapidly growing digital real estate market.

Job Background The Customer Success Manager (CSM) directly engages with assigned customers to provide management of all support related functions. This role requires the ability to provide customers with the best attention and solutions possible, and to function in technical capacities.

The candidate will need a solid understanding of NexGen products and services. The main function will be to receive incoming communication (email, calls, support tickets) from our BPO clients and Virtual Office subscriptions, and provide a solution to set our customers at ease.

The CSM will work with other organizations to onboard new customers, train customers and keep them happy during the lifetime of our partnership with them. The CSM is the primary point of contact for all Support related issues for the assigned customers.

They will ensure that Support Service Levels are met and provide regular reporting of Support performance metrics to the customer. They will also be the conduit for any upsell opportunities and bring them into a sales engagement.

Principal Responsibilities Initiate and complete all onboarding activities including training · Manage all post-sales issues for assigned customers · Provide reporting of Support metrics to customer · Maintain a thorough understanding of the customer’s environment and the ability to provide expert advice · Communicate internally for improv