Customer Support Manager/Customer success Manager/Client Relationship Manager

1-3 years
5 months ago 321 Applied
Job Description

Organization Name: TrulyMadly (Crescere Technologies Pvt. Ltd.)
Job Description: Customer Success Manager


Position Overview:
We are seeking an enthusiastic and results-driven Customer Success Manager to join
our dynamic team. As a Customer Success Manager, you will play a pivotal role in
nurturing and maintaining strong relationships with our valued customers. Your primary
focus will be on ensuring customer satisfaction, maximizing retention rates, and driving
overall business growth. Your ability to understand customer needs, proactively address
challenges, and deliver exceptional support will be critical to our company's success.
Responsibilities:
Customer Relationship Management: Build and maintain strong relationships
with key customers to understand their business objectives, challenges, and
requirements. Serve as their primary point of contact for all post-sales
interactions.
Customer Onboarding: Guide customers through a seamless onboarding
process to ensure they have a clear understanding of our product/services, its
features, and how it can address their specific needs.
Customer Adoption and Engagement: Proactively monitor customer usage and
adoption patterns to identify potential roadblocks or underutilization. Work
closely with customers to drive optimal product usage and increase customer
engagement.
Customer Success Planning: Collaborate with customers to create tailored
success plans aligned with their goals. Regularly review and update these plans
to ensure continued progress and value realization.
Issue Resolution: Troubleshoot and resolve customer issues, questions, and
concerns promptly and effectively. Escalate critical issues to relevant internal
teams and track their resolution until customer satisfaction is achieved.
Renewals and Upsells: Monitor customer contract renewals, identify upsell
opportunities, and work with the sales team to ensure successful contract
extensions and expansions.
Customer Feedback and Advocacy: Gather customer feedback, testimonials, and
case studies to showcase positive experiences and promote customer advocacy.
Product Feedback and Collaboration: Collect customer insights and collaborate
with the product team to drive product enhancements and improvements based
on customer needs and feedback.

Performance Metrics: Establish key performance indicators (KPIs) to measure
customer success and retention. Regularly analyze and report on these metrics
to management.
Customer Training and Education: Conduct customer training sessions,
webinars, and workshops to enhance their product knowledge and best
practices.
Requirements:
Proven experience as a Customer Success Manager or in a similar customer-
facing role.
Strong understanding of customer success principles, methodologies, and best
practices.
Exceptional communication, presentation, and interpersonal skills.
Excellent problem-solving abilities and ability to navigate challenging situations
with diplomacy.
Demonstrated ability to manage multiple customer relationships simultaneously.
Familiarity with CRM software and customer success platforms is a plus.
Self-motivated, proactive, and results-oriented with a strong sense of
accountability.
Ability to work collaboratively with cross-functional teams to achieve common
goals.
A passion for delivering outstanding customer experiences and driving customer
satisfaction.
Benefits:
Competitive salary and performance-based incentives.
Comprehensive health and wellness benefits package.
Professional development opportunities and ongoing training.
Collaborative and inclusive work environment.
Opportunities for career growth within a rapidly expanding organization.

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