The Customer Success Manager is responsible for cultivating and maintaining strong relationships with Trapp
Technology’s customers. The position serves as the primary point of contact for assigned accounts,
accountable for understanding their needs, and collaborating with internal teams to deliver
outstanding service. This role requires a strategic mindset, excellent communication skills, and a
passion for ensuring client success.
Essential Duties:
Builds and maintains strong, trusting relationships with assigned client accounts.
Understands client objectives and works collaboratively to meet their needs.
Develops account plans with key team stakeholders to achieve client goals and objectives.
Identifies opportunities for account growth and upsells additional services.
Conducts regular/frequent cadence meetings with assigned customer accounts to ensure
services provided meet standards.
Provides regular updates to clients on project status and performance metrics.
Ensures governance on contracted services and manages scope of customer support requests.
Proactively identifies potential issues and implements preventive measures.
Works closely with internal teams to troubleshoot and solve problems.
Gathers client feedback and uses it to enhance service delivery.
Conducts client satisfaction surveys and implements improvements based on results.
Prepares and presents regular reports on account performance. Uses data insights to make
informed decisions and recommendations.
Tracks assigned Customer Incidents and Service Requests and ensures the complete
resolution by the Service Delivery team.
Acts as the single point of escalation for Service Requests and ensures prompt and accurate
communication with customers.
Communicates with customers via Phone, Chat or Email mediums; keeping them informed of
support request progress, impending change notifications or mutually agreed maintenance
schedules.
Maintains accuracy and completeness of Service Delivery Knowledge base.
Participates in TRAPP internal meetings and required trainings.
Maintains a professional image and demonstrates an understanding of and follows all TRAPP
Policies and Procedures.
Other duties as assigned.
Qualifications:
High School Diploma or GED equivalent, required.
2+ years of experience in the Computer Industry in a hands-on technical position.
4+ years of experience in customer service.
1+ years of experience in a leadership role, preferred.
Self-motivated with the ability to work in a fast paced, technically advanced environment.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Ability to manage multiple tasks and deadlines in a fast paced environment.