The Customer Success Manager (CSIM) plays a pivotal role in driving customer success by overseeing project implementation, business analysis, and strategic execution. The role requires managing the end-to-end implementation of GoComet's solutions, from requirement gathering to execution, ensuring customer satisfaction and long-term retention. The CSM will act as a bridge between clients, internal teams, and stakeholders, ensuring smooth project rollout, process mapping, and continuous product adoption.
Responsibilities
- Lead and oversee the end-to-end project implementation lifecycle for new and existing clients.
- Finalise Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs.
- Develop and execute implementation plans, ensuring alignment with client objectives.
- Map customer processes (flow charts, SOPs) and align them with GoComet's solutions.
- Conduct gap analysis and provide recommendations to enhance operational efficiency.
- Serve as the primary point of contact for customers, ensuring seamless onboarding and adoption.
- Foster strong relationships with C-level executives (CXOs, COOs) and key stakeholders.
- Work proactively to identify challenges and provide solutions to optimise customer experience.
- Monitor customer health scores, ensuring product utilisation and satisfaction.
- Maintain detailed project documentation, ensuring clarity and compliance.
- Provide weekly/monthly project status updates to internal teams and clients.
- Track key project metrics, ensuring timely execution and quality delivery.
- Identify areas of process improvement and implement best practices.
- GoComet Work cross-functionally with product, sales, and tech teams to drive innovation.
- Contribute to internal process improvement initiatives and team knowledge sharing.
Key Performance Index
- Customer onboarding and activation TAT.
- Project implementation success rate.
- BRD completion and approval timelines.
- Customer engagement and product adoption rates.
- CSAT (Customer Satisfaction) score.
- Process improvement contributions.
Requirements
- 2+ years of experience in customer success, business analysis, or project management.
- Strong understanding of project implementation methodologies and process mapping.
- Experience in preparing and finalising BRDs, project documentation, and implementation plans.
- Proficiency in MS Excel, project management tools (JIRA, Asana, Trello, etc. ).
- Excellent communication, problem-solving, and stakeholder management skills.
- Ability to analyse data, derive insights, and present findings to clients and internal teams.
- Strong emotional intelligence, adaptability, and a customer-centric mindset.
Bonus Points
- Knowledge of the logistics and supply chain industry.
- Experience in business process automation and digital transformation projects.
- Familiarity with CRM tools (Salesforce, HubSpot, Zoho, etc. )
This job was posted by Sayali Jadhav from GoComet.
