Customer Success Manager

Hello,

We are Urgently hiring Customer Success Manager, For one of the IT product, Product Base Company,

JOB Title: Customer Success Manager -

Job Type: Full Time

Reporting to: Director - Sales & Marketing

CTC Package: As per Industry Standard (6 LPA)

Job Descriptions:

The Customer Success Manager (CSM) plays a pivotal role in ensuring the successful use ofBusiness App by clients who have subscribed to the same and their retention.

The primary objective is to drive customer satisfaction, engagement, and usage of the app,ultimately contributing to customer retention and business growth. This role requires aproactive and customer-centric individual who can drive customer success through effectivecommunication, relationship-building, and a deep understanding of the BusinessApp's value proposition. Adaptability, problem-solving skills, and a passion for customers delight are key attributes for success in this role.

Job Responsibilities:

Product Training:

Provide in-depth training sessions to the clients and their staff, showcasing the keyfeatures and functionalities of the app.

Develop and maintain comprehensive training materials, documentation, and resources. Account Management:

Serve as the main point of contact for assigned clients, building strong relationships andunderstanding their unique requirements.

Regularly check in with clients to assess their satisfaction, address concerns, and identifyopportunities for improvement.

Usage Optimization:

Analyze clients usage patterns and proactively suggest ways to optimize their utilizationof the SuvarnaSetu Business App.

Provide recommendations on additional features or upgrades based on customer needs. Customer Communication:

Communicate product updates, new features, and best practices to clients & their staff on a regular basis.

Share success stories and case studies to showcase the value of the app and its impact onbusinesses.

Issue Resolution:

Act as a liaison between clients and the technical support team, ensuring timelyresolution of any issues or concerns.

Escalate and prioritize critical clients issues, collaborating with cross-functional teamsfor swift resolutions.

Customer Feedback:

Gather clients feedback on their experiences with the SuvarnaSetu Business App.

Use feedback to identify areas for improvement and share recommendation to themanagement and internal teams to implement necessary changes.

Renewal Management:

Monitor subscription renewals and proactively engage with clients prior to renewaldates.

Present the value proposition and benefits of renewing the subscription to securecustomer loyalty.

Clients Advocacy:

Identify satisfied customers who can act as advocates for the SuvarnaSetu Business App.

Encourage customers to participate in case studies, testimonials, and referral programs to motivate other clients.

Regular Reports and Analysis:

Establish and track key performance indicators (KPIs) related to clients satisfaction, appusage, and renewal rates.

Provide regular reports and insights to management on clients success metrics.

Required Skill Sets:

Excellent communication, presentation, and interpersonal skills.

Strong analytical and problem-solving abilities.

Familiarity with CRM tools and customer success platforms.

Ability to understand client needs and provide effective solutions to create win-winsituations.

Education: Master OR Bachelor's degree in Business, Marketing, or a related field.

Experience: 4 to 5 years proven experience in customer success or account managementroles. Add on advantage to the candidate having experience of Jewelry OR Diamondretail/wholesale/manufacturer industry

Location: Based out of Ahmedabad. Willing to travel at Clients Site

Interested candidate please share cv on 7978836850