Customer Success Manager
Responsibilities :
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Onboarding - Working on new on-boarding program and video walkthroughs.
- Enabling Customer Success best practices
- Upsell/Cross sell - Expand the relationships by Identifying and pursuing new business opportunities among existing customers that meet their objectives
- Serve as the link of communication between key customers and internal teams.
- Specifically liaise with Customer Service, Engineering and Product Development departments to improve the entire customer experience
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust
- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
- Serve as the lead point of contact for all customer account management matters
- Negotiate contracts and close agreements to maximize profits
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Conduct Quarterly Business Reviews with customers
- Collaborate with sales team to identify and grow opportunities within territory
- Execution & Implementation of new internal processes to streamline and scale CSM work
Basic Qualifications :
- Customer Success experience or Account Management
- Bachelor's/PG degree
- Advanced Excel Skills
- Executive Presence
- Exceptional written and verbal communication
- Ability to comprehend technical concepts and translate the same to business
- Ability to travel
- Start up experience is a bonus
- Prior SaaS experience is a bonus
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