With the collaborative effort of more than 600 team members, ZSR is providing a set of high technology-based solutions to its clients including armies, law enforcement forces, sporting shooters and infrastructure builders in all over the world. 

Having the benefit of the investments in people, process and technology, ZSR succeeded to become an international player and sustains its growth strategy. 

As a Customer Success Manager (CSM), you will be responsible for the overall success of our customers/end-users.  You will lead customers' journeys, coordinating a cross-functional teams including Sales, Engineering, Manufacturing, Project Management Office and other related departments. General expectation from this role is to become a customer advocate within the organization in order to improve ZSR’s customer engagement.

Qualifications

• 5+ years of working experience as a CSM or in a revenue generation operations, sales operations or business operations role, preferably within defense or manufacturing industry
• 5+ years of working experience with proven expertise in managing multiple accounts at different stages in customer experience
• Familiarity with well-known CSM platforms.
• Team building and leadership capacity
• Strong academic background (Master’s degree will be a plus)
• Fluent in English
• No travel restrictions (typically upto 25%)
• Resident or able to reside in Balıkesir

Role Description

• Ensuring growth and product utilization within our customer portfolio
• Acquiring a thorough understanding of our customer needs and requirements
• Expanding the relationships with existing customers by continuously proposing solutions that meet their current and upcoming objectives
• Resolving any issues and problems faced by customers/end-users and dealing with complaints to maintain trust
• Enabling success throughout the customer lifecycle spanning from pre-sales to onboarding, adoption, monitoring, retention and expansion 
• Driving strategy for the retention of our customers with a key focus on improving customer satisfaction, developing loyalty programs to prevent churn. 
• Systematically collecting and analyzing customer feedback
• Monitoring and reporting on key customer success metrics, utilizing insights for continuous enhancement.