Customer Success Manager - IT

Job Description

1. Role Summary: Candidate will Own overall relationship with assigned clients, which includes managing on-boarding, training, increasing adoption, ensuring retention, and high levels of customer satisfaction

2. Designation: Customer Success Manager

3. Job Location: Noida

4. Job Role/ JD :

- Establish a trusted and strategic advisor relationship to help drive continued value of G-Cube Product and Services

- Serve as day-to-day contact for assigned accounts, building trust and rapport, highlighting best practices, and documenting them

- Collaborate, problem solve, and/or strategize client review meetings and demonstrate the value delivered by the system

- Review the customer journey, identifying how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals

- Facilitate interaction and workflow between project team members

- Analyze trends in C-Sat/NPS scores to identify areas of improvement

- Work with the sales and marketing team to drill customer references and develop case studies

- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team

- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize growth, and communicate learnings

- Maintain existing customer success metrics and data as directed

5. Personal attributes/skills required:

- Software Adoption Life Cycle

- Use cases Development

- Understanding of Process to define Succes Mectrics for a specific client

- Office 365, CRM and Virtual Meeting tools

- Strong verbal and written communication, strategic planning with analytical and process-oriented mindset

- Client Consulting Upselling and Cross Selling

- Active team player, self-starter, and multitasker who can quickly adjust priorities

- Primary and Secondary Research and Interviewing Skills / Requirement Gathering

- Understnading of LMS and Learning Process in large corpoorate

- Event planning experience will be a plus

6. Educational background: Graduate or Postgraduate

7. Experience: 3 years+

8. Compensation: Market competitive aligned to qualifications & experience