Gray Matrix - Manager - Customer Success

ABOUT US:

Gray Matrix has been a one-stop solution provider for all application development needs for more than 20 years. We offer a full spectrum of IT services including, web & mobile application development and more.

We are headquartered in California, US, having offices in South Africa, Singapore, UAE and India. Some of our prestigious clients include ABSA Bank, CEAT, Pidilite, HDFC Life, Future Generali and many others.

Our people are our culture and a huge part of what makes us unique. We recruit the best people and create small project teams, resulting in great chemistry between our teams and our customers that can solve even the toughest business problems.

Are you ready to lead in this new era of technology and solve some of the world's most challenging problems?

If so, let's talk.

For more details, visit www.graymatrix.com

Roles and Responsibilites:

Customer Advocacy:

- Understand customer business objectives and the problems they wish to solve.

- Co-create roadmaps and strategies with the customer on how they might utilize their product to achieve these.

- Build a customer onboarding plan to move the customer from getting started 'to' getting value' as quickly as possible.

- Work with Sales to identify potential leads and ensure a customer is set up for success.

- Facilitate Key stakeholder kick-off meetings for onboarding of new products and service delivery.

- Communicate with customers if an incident or changes to the product affects them.

- Communicate with the customer monthly performance of delivery including providing appropriate reporting and customer core cards.

- Meet regularly with all Key customers building strong relationships which results in overall NPS growth.

- Bring in relevant stakeholders or SMEs to facilitate their solutions to any customer issues or questions.

- Highlight to customers newly released product features that could deliver value.

- Make customers aware of the support options available to them.

- Operational excellence

- fIdentifying customer needs and overseeing service delivery within the business context.

- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

- Work with the Operations Leadership to ensure that there are no barriers to issue resolution.

- Raise visibility and impact to the customer of challenges and opportunities within current processes

- Support Service Delivery Manager to design improvements and enhance the overall customer life cycle.

- Determining ways to reduce costs without sacrificing customer satisfaction.

- Assessing customer feedback and using your creativity to establish, improve, and refine services.

- Remaining organized and meeting deadlines.

- Monitor customer usage and trends to classify the health of the customer and identify retention risks or growth opportunities.

- Share feedback and data with the sales and product team on customer industry trends, challenges, and opportunities for growth