Head - Customer Success - SaaS

Customer Success Manager - Our Customer Success team advises and guides existing and new customers, ensuring they launch Company's Platform successfully, adopt it widely and are continually driving business value from Company's Platform. A major area of responsibility for CSM's is helping customers drive usage, upsell new modules, create targeted campaigns on Social Media and work closely with management to maximizes adoption, ROI and Operational benefits.

Roles & Responsibility :

- Empathize with every aspect of the customer experience, putting customers- needs first.

- Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.

- Conduct usage & adoption reviews and proactively suggest solutions to common customer challenges.

- Continually identify and develop new uses for Company that drive adoption and that align to customers business needs and marketing goals.

- Proactively spot and correct any issues that could affect customer satisfaction or retention

- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient.

- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

- Develop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materials.

- Accountable for up sell and increase the revenue per customer along with the account manager for the customers

- Understanding of Social Media / CRM, campaigns and marketing to effectively create customer driven, targeted campaigns on Social Media and other online platforms to ensure the highest quality output for customers.

- Project Management / Campaign Management tool experience.

- Help drive customer references and case studies & produce reports and presentations to explain insights and results to marketing professionals.

Mandatory skills:

- 10-15 yrs of experience ; atleast 8+ years relevant work experience in customer success/client servicing/account management. SaaS experience a benefit.

- Bachelor's Degree.

- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.

- Diplomacy, tact, and poise under pressure when working through customer issues.

- Excellent personal presentation and communication skills & strong client servicing skills

- Strong analytical, technical and mathematical abilities.

- Experience of dealing with customer and or transactional data sets in the Hospitality/retail market.

- Ability for ideating and creating targeted buckets and modifying the questionnaire to create additional data buckets.

- Prioritizes workload and meets deadlines for a variety of marketing "deliverables"