Innefu Labs - Manager - Customer Success - Defense & Law Enforcement

Customer Success Manager : Government clients (Defence or Law Enforcement)

Job Title : Customer Success Manager/Service Manager

Location : New Delhi

Experience : 6-8 Years

Company Description (www.innefu.com)

- Innefu Labs Pvt Ltd. is an Indian cybersecurity and artificial intelligence (AI) company headquartered in New Delhi, India.

- The company specializes in providing cutting-edge cybersecurity solutions, AI-driven products and services to various sectors, including government, defence, law enforcement, and enterprises.

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.

- 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.