Manager - Customer Success - SaaS

We have a position of Manager - Customer Success for a company in Gurgaon

Job Description

Experience - 10 Years

Location : Gurgaon

Experience : 8-10 Years( Female Candidate)

Shift Timings - 7:30pm to 4:30am (IST)

- Work with / coach your team of CSM's to improve the quality and effectiveness of the 30-day onboarding process.

- Improve the throughput and scalability of the team by identifying opportunities to automate and streamline the onboarding process.

- Partner with IT, Marketing, Business Systems, Support and other teams to enhance current onboarding processes and tools.

- Work closely with the Manager of Retention to identify trends and strategies that will improve the retention of BirdEye customers.

- Closely monitor key onboarding performance metrics and implement changes that will drive continual improvement.

- Work closely with sales leadership to ensure there is tight alignment between the teams and resolving customer escalations.

- Point of contact for escalation calls for our SMB customers.

SPECIFIC GOALS

- Customer happiness

- Improve customer retention

- Increase platform adoption

- Automate the onboard function and increase scalability

- Develop specialized onboarding process for business segments

REQUIREMENTS

- 8-10 Years of total experience with 3+ years of management experience in customer success or related disciplines in a SaaS environment

- Extensive experience onboarding customers

- Demonstrated success working in high volume SMB environment

- Technical background and hands-on experience in SaaS products is a big plus (you're not a developer but you're tech savvy)

- Excellent written, oral, presentation, and interpersonal communication skills

PREFERRED SKILLS & EXPERIENCE:

- Bachelor/Master degree in an appropriate discipline

- Experience evolving and optimizing people, process and tools

- Expertise managing large complicated accounts and projects at the most senior level

- Experience with account portfolio planning and prioritization

- Capability as a credible and effective consultant/coach at the executive level down in order to facilitate change management

- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict