Innefu Labs - Manager - Customer Success

Job Description:

As a Customer Success/Service Manager, you will play a pivotal role in ensuring that our customers receive exceptional support from the post production stage through their entire customer journey. You will work closely with our Delivery, sales, marketing, and customer success teams to understand customer needs, provide technical expertise, and ensure successful retention, profitability and growth through cross sell/Upsell.

Strong knowledge of Data Analytics technologies and methodologies.

Key Responsibilities:

- Collaborate with government customers to create and implement tailored success plans.

- Outline specific goals, milestones, and action items.

- Drive customer value through issue resolutions, training, tech workshops, and enablement.

- Maintain a deep understanding of each customer's needs and objectives.

- Regularly engage with customers to proactively identify opportunities for additional services.

- Identify opportunities for upselling and cross-selling.

- Serve as a technical subject matter expert for customers.

- Provide guidance and troubleshooting support.

- Share best practices with customers.

- Collect feedback from customers and the sales team.

- Identify opportunities for product or process improvement.

- Focus on the Data Analytics product line for all customer success activities.

- Identify and execute opportunities for cross-selling and upselling related products and services.

- Drive sales of Annual Maintenance Contracts (AMCs) to enhance customer retention and satisfaction.

- Handle government clients, particularly in Defense and law enforcement agencies.

- Ensure extensive hands-on experience with government clients.

Qualifications:

- Bachelor's degree (BE/MCA/MBA) or equivalent field experience.

- 5-10 years of experience as a service manager, customer success manager, or key account manager in the Data Analytics product line.

Good to have:

- Extensive experience in generating cross-sell, upsell, and AMC sales opportunities from government customers (Defense, State Police, Income Tax).

- Proven experience handling government clients, specifically in Defense and Law Enforcement agencies.

- Strong technical background with the ability to explain complex concepts clearly and understandably.

- Excellent communication and presentation skills; familiarity with industry-specific tools/software is a plus.