Mel Odhiambo, as the Customer Success Manager at IBM, you play a key role in ensuring customer satisfaction and retention. Your main duties revolve around managing customer relationships, identifying customer needs, and working closely with sales and product development teams to deliver solutions that meet these needs. Recent performance data indicates that customer satisfaction rates have improved by 15% under your leadership. However, there are areas of improvement, particularly in reducing response times and handling complex customer issues. We recommend implementing new strategies, such as enhanced training for the customer service team and investing in advanced customer service tools.More...