The Customer Success Manager is responsible for handling key client accounts and working alongside Engineering teams, business analysts in sprint planning - CSM will act as 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.
Shift Timings :
- During Training Period- 5 Days Work Week (From Office) - 09:00 AM - 06:00 PM IST
- Post Training- 5 Days Work Week (Remote) - 02:00 PM - 11:00 PM IST
Roles & Responsibilities:-
- Develop and maintain strong client relations that promote retention, renewals and loyalty.
- Responsible for Net Promoter Score for your set of clients.
- Responsible for client advocacy.
- Act as the product expert for our enterprise clients.
- Product Feedback and Enhancements: Gatheringcustomerfeedback, analyzing important trends, and providing valuable insights to the product team and the business analysts to drive continuous improvement and enhance the product's features and functionality.
- Act as the ears and eyes of our product team.
- Work with engineering teams and business analysts to identify and prioritize client requests to deliver value and growth.
- Product Adoption: Assistingcustomers in effectively implementing and adopting the product, ensuring they achievesuccessat all times.
- Business Acumen: Having a strong understanding of thecustomer's business goals, challenges, and industry trends.
- Handle and own critical client escalations.
Experience and Skills :-
- Top-class communication skills.
- Demonstrated understanding ofcustomeruse cases, and recommending solutions in the past.
- Empathy and passion forcustomersuccess- understand the human element that comes withcustomersuccess.
- Attention to detail.Should be a quick learner.
- Ability to handle clients in any situation.
- Willingness to know the product inside out. Ability to develop deep product knowledge and its technical aspects like API Integrations.
- Honest, dedicated, efficient, proactive and should have a can-do attitude.
- Experience working with SaaS companies (preferred)
- 1-4 years of experience of account management - handling enterprise clients.
- A creative problem-solver, capable of solving client queries when needed without relying on others.
- You will interact with a broad level of client contacts like Talent Acquisition Leaders, Recruiters and Hiring Managers.
