Customer Success Manager

About IQnext

We're revolutionizing the way buildings are managed, shifting them away from traditional facilities management to a smarter, data-driven approach. IQnext is an integrated, centralized platform that is disrupting buildings and real estate infrastructure with its new-age cloud-based solution, delivering long-term sustainability and operational efficiency that is scalable across portfolios.

Job Summary

We're looking for a customer success manager who will roll up their sleeves and lead from the front. As a key member of the customer success team, you will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant customer success experience in the B2B SaaS environment. 

Designation- Customer Success Manager

Experience- 3-5 years

Work from- Office

Location- Bangalore

Travel- Local, Intercity (on need basis, occasionally)

Responsibilities

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, revenue growth and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• You will coach customers to be product experts, train their teams on IQnext platform and self-serve resources so they become increasingly self-sufficient. 
• Act as a customer- facing representative, answering questions and addressing any concerns they may have. Resolve issues or provide information for customers via phone, chat, or email & in parallel work with the internal teams (DevOps, dev, PM)  to ensure SLA requirements are met. 
• You will identify common customer challenges, and feedback and communicate effectively with both internal (such as PM, Marketing, Sales, and DevOps Dev)and external teams to better understand business needs, customer needs, and new feature requirements to maximize retention and growth (End to End upsell, cross-sell). 
• You will help drive customer references, testimonials, and case studies. 
• Lead and present at regular customer meetings, both in-person and over video conference
• Develop interactive product training materials in a variety of formats including video, KB,  e-learning, and virtual sessions
• Work closely with the sales team for demos, onboard new customers, and ensure that they are set up for success with our product

What you should have: 

• 3-5 years of Customer Success (CS) experience required at a B2B SaaS product company.
• Fluent English communication (verbal, written), additional language proficiency in Kannada and Hindi is a plus.
• A self-motivated, dedicated teammate with innovative ideas to inspire customer adoption.
• Strong understanding of customer success techniques and strategies.
• Strong interpersonal skills and experience quickly building customer relationships.
• Ability to embrace the mindset of continuous improvement and actively contribute to the process and procedure of team.
• Creative problem-solving under pressure when working through customer issues.
• Ability to work in a fast-paced & ambiguous start-up environment. And willing to work in a 24/7 support environment.  
• Proficiency with customer success tools (eg. CRM, Excel, Zendesk, Zoho desk, JIRA)
• Knowledge of B2B renewal and billing process.
• Degree (preferably BE/BTech) or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role. 

Good to have: 

1. Background in sales

Benefits

1. Medical Insurance (including dependants) 
2. Access to the e-learning platform
3. An opportunity to work in a product, B2B, SaaS environment to enable accelerated career growth in the CS or PM domain. 

Who We Are

We are a group of ambitious individuals who are passionate about creating products made in India for the world. Visit www.iqnext.io to know more about the company.