• The Customer Success Manager is responsible for cultivating and maintaining strong relationships with Trapp Technology and ArmorPoint 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. • 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.