Customer Success Manager

Looking for a role that builds your account management and client consulting skills while driving your own growth Then this is for you!

Our Customer Success teams focuses on establishing and expanding relations with some of the India's largest tech companies.

The Senior Customer Success Manager/Customer Success Manager is responsible for handling key client accounts and acting as an subject matter expert for our Enterprise Clients - and will effectively train our clients on product features and product capabilities, ensuring client success at all times. You will interact with a broad level of client contacts like Talent Acquisition Leaders, Senior Recruiters and Hiring Managers.

The Senior Customer Success Manager/Customer Success Manager will posses :

Experience and Skills Required :-

Minimum 2 years of experience in account management - handling enterprise clients

Demonstrated understanding of customer use cases, and recommending solutions in the past.

Ability to handle clients in any situation. Demonstrated strong business acumen and having a strong understanding of the customer's business goals, challenges, and industry trends in the past.

Willingness to know the product inside out. Ability to develop deep product knowledge and its technical aspects like API Integrations. Experience working with SaaS companies (preferred).

The Outcomes which you will achieve in this role:

Outcome 1: Renewals with Great Customer Service and Zero Client Escalations

o Competencies Required:

• Effective communication listening Written and Verbal - Effective communication is about more than just exchanging information. Understanding client's emotions and intentions behind the information is vital.
• Attentive, Responsive and Proactive Anticipate and provide solutions before problems arise.
• Empathy Leading a conversation with empathy demonstrates your level of care.
• Passion for customer success - Understand the human element that comes with customer success.
• Creative problem-solver - capable of solving client queries when needed without relying on others.
• Accountability - Accountable for your set of clients for renewals and recurring revenue.

Outcome 2 : Client Advocacy Build and cultivate a base of clients for creating customer advocacy who share their positive experiences with potential customers or on online media (websites, social media, reviews, testimonials, case studies etc.)

o Competencies Required:

• Focus on Quality Deliver high-quality service that meet or exceed customer expectations.
• Strive for perfection Go Beyond expectations. Deliver beyond what is normally expected.
• Trust Building Building trust by letting know that you are dependable, capable, experienced and has achieved excellent results.

Outcome 3: 100% Product Adoption Act as the product expert for our enterprise clients. Encouraging and facilitating the adoption of the company's

products or services to help customers derive maximum value.

o Competencies Required :

• Training Approach product training strategically.
• Ability to handle large group dynamics.
• Foster Learning Environment for clients.

Outcome 4 Positive Client Satisfaction - Gathering customer feedback, Logging in client requests. Work with engineering teams and business analysts to identify and prioritize client requests to deliver value and growth.

o Competencies Required :

• Negotiation Skills
• Influence
• Prioritization