Infinite Uptime - Manager - Customer Success - IIM/ISB/FMS/MDI

Manager - Customer Success

Customer Success Manager

Location : Vadodara/Ahmedabad

We are looking for a Customer Success Manager, as CSM you will be responsible for building strong relationships with our customers and ensuring their success with our software-as-a-service (SAAS) solutions. You will be the primary point of contact for assigned customers, working closely with them to understand their business needs, and ensuring they achieve their desired outcomes using our products. You will collaborate with other teams within the organization to drive customer satisfaction, retention, and expansion.

Your responsibilities :

The person leading this role would be expected to :

- Build strong relationships with our customers, serving as their primary point of contact

- Customers are mainly the core manufacturing industries such as steel, cement, chemical, tyre and other process industries

- Conduct onboarding and training sessions to ensure customers are successfully onboarded and educated on our products

- Making users in these core industries (mainly maintenance managers are going to be the customers) and need to make them adopt the digitation

- Must have strong analytical skills & excellent presentation skills

- Collaborate with the sales team to identify upsell and cross-sell opportunities and help drive customer expansion

- Conduct regular check-ins with customers to ensure they are achieving their desired outcomes and to address any issues or concerns they may have

- Work closely with the customer support team / product team to ensure timely resolution of any technical issues or product-related questions

- Actively monitor customer health and engagement to identify and mitigate any risks of churn

- Provide feedback to the product team on customer needs and feature requests to drive product development

- Maintain accurate and up-to-date customer information

- Participate in customer-focused projects and initiatives as needed

Skill sets/Experience we require :

- 5 + years of experience in customer success or account management

- Strong interpersonal and communication skills, with the ability to build rapport with customers and collaborate effectively with internal teams

- Ability to understand and articulate technical concepts in a clear and concise manner

- Proven track record of driving customer satisfaction, retention, and expansion

- Strong organizational skills and attention to detail

- Ability to prioritize and manage multiple tasks in a fast-paced environment

- Must be able to handle multiple stakeholders involving maintenance managers, department head, plant head and other CXOs of the customer organization

- Ready to travel as this role requires frequent travel as well

Pedigree:

- Bachelor's degree in Engineering

- MBA from Tier 1 college preferred