AddressRole/Designation: Customer Success Manager
Job Location: Andheri East, Mumbai
Experience: 6 to 8yrs [In SaaS based product sales preferred]
Roles & Responsibilities :
- Manage multiple large, complex projects and/or programs through a team
- Understand customer needs, map to our solution, and work with tech team
- Customer Relationship Management: Develop, Manage and maintain strong customer relationships and executive stakeholder management including Directors, VPs, and C-level executives
- Serve as the main point of contact for assigned accounts, understanding their business goals and challenges
- Drive operational excellence through the onboarding process, ensuring a smooth and positive experience
- Ensure resolution of all customer issues and act as point of contact for escalations for both internal/external stakeholders as and when needed
- Work closely with Solution Engineering teams to help resolve customer issues as per the SLAs
- Product Knowledge: Acquire an in-depth understanding of our products or services to effectively communicate value propositions to clients
- Renewals and Upselling: Proactively manage customer renewals, ensuring a high renewal rate & Identify upselling opportunities based on customer needs and collaborate with the Sales team
- Feedback Collection: Gather customer feedback and relay insights to the Product and Development teams for continuous improvement. Address customer concerns promptly and work towards resolution
- Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight
Requirements :
- Engineering degree with MBA preferred
- 6+ years in technology consulting/project management
- Ability to roll up sleeves and do whatever it takes
- Outstanding written/oral communication, analytical skills, and attention to detail
- Should have had previous team management experience.
