Customer Success Manager - SaaS Adoption/Usage - Banking/Insurance Domain

Role : Customer Success MAnager - SaaS CRM Product Adoption /Usage - Banking/Insurance Domain

Company:

A fast growing and VC funded SaaS company rapidly growing its organization to capture growth. The company offers Artificial Intelligence, Data Analytics and Mobility backed product to solve pressing problems of its customers. The company is on an expansion spree both domestically and internationally.

Job Responsibilities :

1. Engage with users, managers and business sponsors at client organizations to build a trusted advisor relationship, understand their underlying reasons for using/not using CRM product, demonstrate to them how could make their lives simpler and the value it could add to them on account of the data-driven insights that SaaS CRM could generate.

2. Identify drivers and bottlenecks to high adoption and usage and address the same.

3. Build a Success Roadmap, outlining the key success metrics that we would jointly like to drive with the client leadership team. Thereafter, work closely with the key business sponsors on a regular basis to understand any changes to their strategic focus areas and key priorities to ensure continuous alignment of solutions, suggestions, notifications, etc to achieve desired objectives

4. Ensure required follow-ups and service for a high NPS/CSAT Score.

5. Conduct Quarterly Business Reviews with the client and leadership

Desired Candidate Profile :

Banking or Insurance domain knowledge is a must

- 8+ years of experience in customer support/engagement roles where product usage and adoption was the focus

- Excellent Communication Skills

- Strong Customer Empathy and Business Orientation

- Experience with SaaS applications

Compensation: Not a constraint for the right candidate