Senior Customer Success Manager - Bangalore
We're looking for a Senior Customer Success Manager candidate with experience in customer's decision-making process, goals, strategies, and our goals, to join our team in Bangalore.
You will report to the Manager, Customer Success.
You will be the primary post-sale contact for customers. Use in-depth knowledge of customer industry and business processes, knowledge of the products being sold, and technical expertise to lead and increase adoption and use of company products
Technology You'll Use
CRM / Marketing software, Designing metrics, Hybrid deployment of software solutions, MDM domain/product exposure
Your Role Responsibilities Here's What You'll Do
- Holds and grows a trusted advisor relationship with customer executive sponsors such that all activities are aligned with the customer's business case and business strategy, allowing the full potential of our solutions to be realized.
- Report, and benchmark all milestones related to implementation and post-implementation adoption activities such that the success of the customer's initiative can be monitored including visibility to the executive sponsors.
- Promote all current products the customer is engaged with while also taking opportunity to highlight other opportunities.
- Demonstrate product features beyond central functionality to help the customer achieve specific our results and maximum value from the product(s).
- Recommend specific solutions to achieve customer's desired result.
- Design metrics and measures to measure Return on investment on our products by the customer.
- Assess customer requirements, level of adoption of the products, and assess the risk in renewal.
- Hold direct responsibility for identifying opportunities for additional revenue from assigned customers, including upselling and cross-selling of related products and driving renewal and retention results.
- Ensure best practices are adopted for product use.
- Handle escalations and coordinate across departments of the company, including Marketing, Sales, Professional Services, R&D, Finance, Enablement, and Technical/Product Support.
- Craft and share customer success reports with the sponsors and technical team handling the project on customer side to support relationship and business case.
- Customer visits to understand the environment, our needs, and culture may be required.
- Documentation within CRM / Marketing software of customer contact and activity data is required of this role (e.g. names, titles, contact information, opportunity value, product information, sales stages, probability, business pain, firm-future commitments).
What We'd Like to See
- Experience with the business and technical contexts of important accounts.
- Enthusiastic person who leads and compels others to get on board.
- Build consultative effectiveness and establish trust with internal and external customers.
- Knowledge of hybrid deployment of software solutions, Data Warehousing, Database, and Business Intelligence software concepts and products.
- Background working in a customer-facing environment and driving plans to improve customer satisfaction and use.
- Communicator that can build relationships with the customers, up to and including the customer's executive leaders.
Role Essentials
- Experienced professional with a full understanding of area of specialization who resolves wide ranges of issues in creative ways.
- Demonstrated experience using industry knowledge of a customer's decision-making process, goals, strategies, and goals.
- Presentation, customer service, financial/business acumen, at all levels of customer engagement.
- BA/BS or equivalent educational background, we will consider an equivalent combination of relevant education and experience
- Minimum 7+ years of relevant professional experience
