Senior Customer Success Manager (US)

Job Title: Customer Success - Manager (US Shift- 4pm-3am)

Location: Bangalore

Responsibilities:

• Own overall relationship with assigned clients, which includes increasing adoption, ensuring retention and satisfaction.

• Develop, prepare, and nurture customers for Account growth.

• Handhold clients from the sales closure stage to onboarding, training, governance, reporting and providing continued support.

• Work to identify and/or develop upsell opportunities.

• Advocate customer needs/issues cross-departmentally.

• Program manage account escalations.

• Collaborating with Sales, Product Management and Solutioning

• Create reports, notes, presentations for business review discussions.

Qualifications

• 2+ yrs of prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

• Total experience: 4+ years

• Experience in Training and Education will be preferred.

• Prior experience in SaaS is desirable.

• Experience in handling Strategic Enterprise clients in the US market will be desirable.

• MBA/Masters is desirable.

Requirements

• You're driven: No one needs to push you to excel; it's just who you are.

• Very good written and verbal communication skills.

• Detail oriented and analytical.

• Strong team player but still a self-starter.

• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

• Eager to learn, adapt and perfect your work; you seek out help and put it to good use.

• You want to help and serve our customers: They win, so you win.

• Working exposure in AMER business hours & rotational schedules

• Knowledge of Salesforce desirable and Intermediate MS Excel Skills is a must.