Manager/Head/Lead - Customer Success - IT

Overview:

We are looking for an enthusiastic Customer Success Manager to work as a trusted advisor for our clients and lead them through all the phases of product implementation. With a consultative approach, you will plan and manage account relationships with a focus on product adoption and client success.

Key Responsibilities:

- Own the client journey from onboarding to adoption, renewal, and growth.

- End-to-end account owner for a given set of accounts. The role involves acumen for identifying opportunities to cross-sell and up-sell and a penchant for numbers

- Responsible for up-sell and cross-sell and overall growth of the account

- Deliver and measure the ROI for each account.

- Manage the product implementation in terms of milestones with resource and program tracking while managing risks and escalations.

- Track the engagement metrics and lead the account reviews seeking feedback and providing support at every touchpoint for optimum value delivery.

- Collaborate with internal stakeholders across operations, sales, engineering, and product to ensure all queries are addressed in a timely manner.

- Translate client feedback into a positive impact on product development.

- Improve product adoption with greater client satisfaction.

- Conduct engagement and training activities such as webinars, product demonstrations, etc.

- Develop and maintain positive client relationships.

- Create adoption benchmarks and forecasts based on business use cases.

Requirements:

- B. Tech/ MBA from a premier college or university.

- Minimum 3 years of experience in a customer success role with a track record of delivery and implementation of SaaS solutions or subscription-based product in a fast-paced environment.

- Ability to create new business opportunities through relationship building with key decision-makers.

- Adept at working cross-functionally to deliver results.

- Deep understanding of the financial services ecosystem having a strong grasp of financial terminology.

- Strategic thinker with the ability to decode technical solutions for a non-technical clientele.

- Prior experience in project management or account management in a client-facing role is preferred.

- Analytical and process-oriented with good knowledge of value drivers in recurring revenue business models.

- Strong organizational, time management and prioritization skills.

The candidate should be a quick learner and should be up to date with current technology trends. We solve complex, completely new problems in the financial domain which requires someone who is not intimidated by challenges, thrives under pressure, and is hyper-focused on delivering exceptional results.