Manager/ Sr. Manager Customer Success

Who are we

Prismforce (www.prismforce.com) is a US Headquartered Vertical SaaS product company solving critical

challenges in the Talent Supply Chain faced by all Technology, R&D/ Engineering and IT Services

companies globally.

The product suite is powered by multiple artificial intelligence (AI/ ML) engines designed to accelerate

business impact by digitizing core vertical workflows resulting in flexibility in operations, speed in decision

making and much improved growth and profitability.

Prismforce aspires to be the #1 industry cloud/ SaaS platform for tech services and tech talent

organizations.

What makes us different

• We have the first mover advantage to being the first and the only Vertical SaaS product solving
  
  

the Talent Supply Chain challenges of the IT services industry.

• We are building distinctive products with futuristic features and clients have preferred us over
  
  

traditional ERP and other point solutions.

• We are supported and mentored by an advisory board composed of ex CXOs from top Global IT
  
  

companies and industry thought leaders.

• Our founding team comprises deep domain and tech and product experts who are Ex- McKinsey,
  
  

Deloitte, Amazon, Infosys , TCS, Uber alums with a passion to reimagine this space with

distinctive products.

• We have grown from 20 to 100 people in a years time across 4 locations in
  
  

Mumbai/Pune/Bangalore &Kolkata.

• We are a Series A Sequoia funded startup with global IT companies as our clients in our second
  
  

year of operations.

Work location: Mumbai/Bangalore/Pune/Kolkata

We are looking for a Customer Success Specialist who wants to keep growing at super-fast pace.

Because at Prismforce we don't just push each other to become better at work, we push to become better

people You get to directly take on the challenge of helping us to scale the business as a category shaping

product company.

Responsibilities

• Drive Customer Success Outcomes for an assigned portfolio of customers
• Onboard new customers in a high growth environment and guide them through their success
  
  

journey

• Devise engagement plans that consider customer business goals and map product capabilities to
  
  

achieve these goals. Influence future lifetime value through higher adoption, customer satisfaction

and overall health management

• Drive product adoption, increasing overall retention and achieve process success for customers
• Support clients to resolve queries or bugs, as and when required
• Expand our revenue in accounts through cross-sell and up-sell activities in collaboration with
  
  

Internal Sales Team and Partners

• Manage contractual obligations throughout the contract life cycle
• Renew customers and prevent churn
• Help manage our Customer Success practice and contribute to growth
• Contribute to our evolving customer success practice and to Prismforce overall aggressive growth
  
  

goals

• Identify opportunities for continuous improvement
• Drive new business growth through case studies, advocacy and reference-ability.
• Align with Product around driving product roadmap including customer feedback loops
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
  
  

Required Experience/Skills

• 8+ years experience in managing key accounts. But we like to look at what and how you have
  
  

built, not necessarily how many years you have been doing it.

• Experience in IT transformation & change management and customer management roles
• Ideally technical background of e.g. professional services, consulting and experience in a high
  
  

growth SaaS company.

• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Innovation and growth driven
• Readiness to travel
  
  

Perks & Benefits

• Proactive Mentoring: Intensive mentoring from a high-pedigree leadership team that will
  
  

challenge you, build on your strengths and invest in your personal development

• Insurance Coverage-Group Mediclaim cover for self,spouse,kids and parents
• Flexible Leave Policy
• Retiral Benefits
• Hybrid Work Model
• Work-Life Balance
• Mentorship programs
• Self-driven career progression tool