- Position Title: Manager- Customer Success
- Department: Customer Success
- Job Scope: India
- Location: Delhi/Noida, India
- Reporting to: Senior Director- Customer Success
- Work Setting: Onsite
Purpose of the Job
As a Manager/Sr. Manager Customer Success, is responsible for successful campaign implementation, on-going client management, campaign KPI achievement, campaign renewal and feature upsell, ensuring timely and profitable results for both our customers. This role demands a young professional with an understanding of the media/creative agency industry and healthcare and a proven track record of account management.
- Key Responsibilities
- Customer Relationship Management:
- Build and maintain strong relationships with key clients in the healthcare industry, serving as a trusted advisor and advocate for their success.
- Conduct regular business reviews with strategic clients to assess satisfaction, identify opportunities for improvement, and drive value realization.
- Cross-Functional Collaboration:
- Collaborate closely with sales, product, and support teams to ensure seamless coordination and alignment in delivering value to customers.
- Act as a liaison between customers and internal teams, advocating for customer needs, driving the prioritization of product enhancements, and supporting initiatives.
- Customer Success Operations:
- Develop and implement processes and best practices to optimize customer success operations, including onboarding, adoption, retention, and renewal processes.
- Establish key performance indicators (KPIs) and metrics to track and measure customer success outcomes, driving continuous improvement and accountability.
- Strategic Account Management:
- Collaborate with Sales teams to identify upsell and cross-sell opportunities, driving revenue growth and expansion within existing accounts.
- Qualifications Requirement: Experience, Skills & Education
- Qualification: Bachelors Degree and Masters degree in any discipline
- Experience: Minimum 2 years of experience in a Pharma organization, or advertising agency or digital agency. Digital Health and/or Pharma experience is a plus.
- Excellent written and verbal communication skills including the ability to explain complex concepts in simple terms to clients, adapting to different cultural communication styles, and often in a group setting
- Independent, self-starter who thrives in start-up environments (resourceful, creative, passionate, adaptable, embraces challenge, etc.)
