• Develop and maintain strong relationships with customers, understanding their needs and goals.
• Oversee the customer onboarding process, ensuring a seamless transition and setup with our products and services.
• Act as the primary point of contact for customer inquiries, providing prompt and effective solutions.
• Monitor customer health metrics and analyse data to identify trends and areas for improvement.
• Conduct regular check-ins and business reviews with customers, providing insights and recommendations for maximising value.
• Collaborate with cross-functional teams, including sales, product, and support, to align on customer needs and feedback.
• Monitor and track customer issues and tickets submitted via Jira Service Desk.
• Ensure timely follow-up and resolution of reported issues by coordinating with the support and technical teams.
• Maintain visibility into ongoing support cases to ensure a smooth customer experience.
• Identify recurring issues and escalate them for process or product improvements.
• Develop and implement customer success strategies and best practices to enhance the customer experience.
• Educate customers on new features and functionalities, ensuring they are aware of and can utilise all aspects of our offerings.
• Manage and resolve customer escalations, working towards a positive outcome for both the customer and the company.
• Identify opportunities for account expansion and collaborate with the sales team to drive upsells and renewals.

• Proven experience in customer success, account management, or a related field, preferably in a tech environment.
• Strong communication and interpersonal skills with the ability to build rapport and trust with customers.
• Excellent problem-solving and conflict resolution abilities.
• Proficiency in using customer relationship management (CRM) software and tools
• Strong analytical skills to monitor customer health and identify areas for improvement.
• Ability to manage multiple customer accounts and projects simultaneously.

• Strong leadership skills with the ability to motivate and guide teams.
• Excellent communication skills for effective collaboration across departments and with customers.
• Adaptability to dynamic and fast-paced work environments.
• Proactive approach to identifying and addressing customer service challenges.
• Strategic mindset with a focus on long-term customer success goals.

• Be part of a fast-growing, innovative company at the forefront of proprietary trading
  technology.
• Collaborate with a passionate and talented team dedicated to making an impact.
• Enjoy opportunities for professional growth and development in a dynamic industry.
• Flexible and inclusive work environment. The position is fully remote.

If you are a passionate Customer success manager, we invite you to apply and be a key contributor to our exciting journey!

Apply to career@axcera.io