Manager - Customer Success - IT

Customer Success Manager

Location: Mumbai

Experience: 5 to 8 Years

Must-Have:

- Experience in Customer Success & portfolio management

- Experience in Dealing with HR Fraternity

- Experience in cross-selling/ UP selling incorporate

Experience Required:

- 5+ Years in Account and Relationship Management roles and managing a team of 1-2 individuals is a must

- B2B Experience is a must

- Working with the HR community and having experience in wellness/recruitment/travel solutions is mandatory

Job Responsibility:

- At we define customer success basis the following focus areas.

- Build and expand penetration and impact in a portfolio of accounts (Trusted partner)

- Ensure 20-30% growth in revenue within the portfolio (Cross-sell, upsell)

- Ensure 98% Renewal of revenue in the portfolio

- Drive strategic relationships and collaborate with customers in driving utilization of our platform and services basis benchmarks and metrics

- Become a trusted partner and generate 4.5+ CSAT Scores for the portfolio of accounts

- Create case studies and referral sponsors from your portfolio- which can impact indirect brand and sales

- Penetrate deeper into accounts/sponsors

- Co-ordinate and collaborate and ensure customer delivery and customer success

- Adhere and drive automation and process-driven customer delivery

- We think how you do something is as important as what you do hence:

- Ensure processes are followed key indices are met

- Being organized and efficient is critical

- Being conversant with tools and digital approaches to deliver outcomes is key

- Ensure the teams are trained on becoming consultative and product-oriented and are able to provide high levels of partnership and advice in Emotional well-being for the Sponsors

- Leverage data and provide insights and innovation

- Collaborate with various teams to ensure innovative and impactful service delivery

- Create right metrics present impact and deliver outcomes for sponsors

- Leverage data to cross-sell products and innovation ideas for customers