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Customer Success Manager

Mumbai, MH
Job Code:
  • IT
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Job Details

Serve as the trusted point of contact forcompany sportfolio of customers, beginning from the point of sale and extending through onboarding, project success, andrenewals.Proactively engage each account to ensure that every organization functionality andoffering is being leveraged, maximizing the value of each company subscription.Work cohesively with professional services and sales to ensure seamless onboardingand deployment.Always be thinking of outside the box ways that our customers can increasebusiness value and drive long term customer success.A proactive approach is taken for each account where cross-selling and upselling is made a priority.Deliverables Establish a trusted advisor relationship; handling overall responsibility for managingthe customer relationship from end to end once the sale is made, including keeping the customer informed of all product updates.Work with customers to develop a success plan that outlines howcompany will beaddressing their critical needs both immediately and in the future that includes metrics for success.Actively update customers of how thecompany Product roadmap will continue tosupport their business goals.Monitor customer utilization trends and give recommendations to Product management based off such, including doing regular customer health checkups .Establish trusted advisor relationships with key customer stakeholders to drive furtherproduct adoption.Leverage your own and other CSM customer relationships for prospect customers. Requirements2-4 years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management oraccount management functions.Natural proactive nature who works to curb reactive behaviors and go above and beyond the call of duty but approaches all situations with an empathetic and patientmanner.Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-pacedenvironment.Strong technical skills that allowing to guide customers through technical processes such as on-boarding, configuration etc.Ability to understand customer business requirements, identify, upsell and cross-sellopportunities to deepen use of oursolution within customer environment.Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.Highly data-driven with a commitment to process. Excited about driving and tracking aconsistent engagement process with all customers in your portfolio.Team player with the highest level of integrity.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 5-10


Channel Sales | Client Servicing | Corporate Sales | Relationship/Account Servicing
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