JD for Manager Customer Success - Zwayam
Key Responsibilities:
- Serve as the primary point of contact for assigned accounts, understanding their goals, challenges, and strategic objectives.
- Proactively engage with clients to maximize the value they receive from our solutions, ensuring high retention rates and customer satisfaction.
- Onboard new clients, provide training sessions, and support them throughout their lifecycle with our product/service.
- Collaborate closely with Sales, Product, and Support teams to advocate for client needs and ensure issues are resolved promptly.
- Monitor and analyze client usage data to identify trends, foresee potential issues, and drive product improvements.
- Conduct regular business reviews and check-ins with clients to review progress, share best practices, and identify opportunities for growth.
- Stay updated on industry trends and competitors' activities to provide strategic recommendations and maintain a competitive edge.
Required Qualifications:
- Minimum of 3 years of experience in a customer-facing role such as Customer Success Manager, Account Manager, or similar.
- Proven experience working with SaaS products and understanding of SaaS business models.
- Strong understanding of enterprise client management and the ability to handle complex accounts.
- Excellent communication and presentation skills, with the ability to build rapport and trust with clients.
- Ability to work independently and manage multiple priorities effectively.
- Startup experience is highly desirable, with a proactive and entrepreneurial mindset.
- Optional: Experience in HR technology would be a plus.
- Optional: Experience in managing a team of Customer Success or Account Managers.
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