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Customer Success Manager

Bengaluru, KA
Job Code:
  • IT
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Job Details

Become an Act-On product expert for the product's technical aspects and practical business application.Manage a portfolio of customers and assure their success with our Marketing Automation software.Build strong relationships with customers to protect ongoing revenue stream, identify upsell/cross-sell opportunities and drive renewals.Receive new customers and manage them through the onboarding process to successfully adopt the Act-On service.CSM will work with customers to understand their business objectives and recommend strategies to achieve those goals.Ensure customers are successfully utilizing the software and realizing ongoing RoI.Must have the ability to quickly understand, assess, and address customers' challenges and effectively work cross-functionally with Sales, Professional Services and Technical Support to provide services required to meet customer expectations.Conduct regular account reviews with customers and provide strategic inputs to optimize RoI.Contribute to Act-On Communities and Public Forums and to process improvements by bringing in new ideas and executing them.Required Skills & ExperienceAt least 3 - 4 years experience working in the digital marketing space in a customer facing, key account management type role or equivalent with a track record of service excellence. (B2B and SaaS support experience is a big plus).Proven Account Management skills required in order to develop, maintain and enhance customer relationships.Excellent writing, listening, and communication skills.Excellent telephone etiquettes and ability to maintain a professional demeanour.Ability to work with technical resources and to translate technical information for presentation to clients.Must be a highly organized, self-starter that can demonstrate creativity and resourcefulness.Strong individual contributor that requires little supervision.Experience with, Sugar CRM, Microsoft Dynamics, Marketing Automation software, email delivery and SEO is a big plus.Experience working with Australia customers.Flexible to work in shifts ANZ, US etc.College degree or equivalent work experience. Additional RequirementsCreative problem solver and out of the box thinkerDemonstrates entrepreneurial spirit; Acts like an owner.Adept at dealing with ambiguity and high-pace, dynamic growth environmentPositive attitude and zeal to win.Highest standard of integrity, transparency and honestyStrong self-confidence, tempered by humility and profound team-player mentalitySelf-motivated, self-starter, self-learner.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-4


Application Programming | Business/Systems Analysis | Database Administration (DBA) | ERP/CRM
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