Customer Success Manager

Who We Are

We love seeing businesses reach their full potential, and most importantly, we love knowing that our clients enjoy working with us every day.

We claim we're the only true Digital Solutions Lab in the entire region because we believe we are the furthest possible from a typical marketing agency.

​We are focused on in-taking clients’ problems, pain/friction points, and loopholes in order to output a scalable solution centered around attending to the actual issues or tasks at hand and attempting to activate the full potential of the organization we are working with, while using the world most renowned tools and techniques in the spectrum of digital sales and marketing.

​And that goes way beyond social media reputation management or a website build.

​It's an entire suite of actionable strategies attending to the entire digital marketing and sales lifecycle.

Who You Are

You’re a solution-oriented, passionate young professional who is looking to join an ambitious and fast-growing company. You’re a problem solver who has great interpersonal skills and who always finds ways to get the job done. You are also not afraid to voice your opinion!

You’re a great listener and communicator who will always be looking to identify and understand the client's needs and work to provide solutions. You’re also able to adapt to different cultures and able to deal with clients from different nationalities and backgrounds.

You are passionate about new technologies and digital solutions, and you’re not afraid to roll your sleeves up when faced with a challenge.

You’ve got a good understanding of customer success and what it takes to plan, scope, execute, and most importantly help your client reach their business goals.

About the role

Hovi is looking for the below in a Customer Success Manager.

This role is important to us because it helps us keep our most important customers and ideally, find even more opportunities for working together. As our Customer Success Manager, you'll play a critical role in client retention and revenue growth.

The position involves:

• Determine and define project scope and objectives
• Create and maintain comprehensive project documentation, plans, and reports
• Monitor project progress and handle any issues that arise
• Work with the Operation manager/Functional team leads and clients to eliminate blockers and execute on time
• Provide the strategy and direction for the client's goals and objectives
• Manage customer expectations
• Build and maintain strong, long-lasting client relationships
• Provide consultation to customers on how to accomplish their specific business processes using our solution framework
• Manage timelines for projects and ensure that you orchestrate the strategic direction of the client
• Document all relevant detail throughout the project
• Communicate and provide support for internal stakeholders where possible/applicable
• Assigns various tasks to functional team members and link them to a specific key result in order to hit the client's OKRs
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
• Be the voice of the customer
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet sales targets, Encourage upsells and cross-sells.
• Assessing the Health Score of your clients and anticipating upcoming challenges
• Keeping track of your accounts' satisfaction and reporting on their status to the organization
• Follow up on renewals.
• Negotiate contracts and close agreements to maximize profits
• Sustain business growth and profitability by maximizing value.

To perform in this role, you'll need a combination of these skills and qualifications:

• Excellent problem-solving skills

• A passion for digital marketing

• Proven 5 years of working experience in a relevant role

• Technical knowledge is a plus

• PMP and/or CSM certification is a plus

• Organization and time management skills

• A very strong work ethic, with a track record for getting things done in a high-pressure, time-sensitive environment.

• Collaborative, fast-moving, and comfortable with change

• Excellent listening, negotiation, and presentation abilities

• Ability to assess account needs and identify gaps

• Leadership experience (bonus points if you have led a cross-functional team)

• Excellent verbal and written communication skills