Job title: Principal Client Success
E
xperience: 12 to 17 years
Role Description:
- Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You're passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, we would love you to be on-board and nurture our customers!
- In conjunction with stellar technology and process, the Customer Success Manager will drive long term success and adoption as the primary interface to the customer.
Job Role and Responsibilities:
- Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of CT products
- Act as the lead point of contact and account owner for all matters specific to assigned clients, providing problem resolution and escalations in a timely manner
- Own client meetings, including presenting product training, data analysis, strategic business reviews and additional engagement modules
- Identify at risk opportunities and work with internal and external stakeholders to build and enact solutions
- Work with Client Services, Sales, Product Marketing, and Finance to create best-in-class service for all clients
- Will involve short term travel within or outside India.
- May require working in client time-zones (for US/Europe clients) for an extended period of time.
Desired Candidate Profile:
- Strong mix of relationship management, strong analytical, business and technical skills.
- Delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
- Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the enterprise customers.
- Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
- Experienced at account management & growth through farming.
- Experienced at leading presentations and discussions with customer's senior management teams
Qualifications & Skills:
- Bachelor's degree from Top institutes. MBA preferred.
- Excellent organization and project management capability
- Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
- Self started, self motivated, flexible and results driven.
- Experience using SaleForce and other CS tools
