Customer Success Manager

1 month ago

Jaipur, India Nlineaxis IT Solutions Pvt Ltd Full time

Job Title - Customer Success Manager ( CSM)


Location - Jaipur (Onsite)


Experience - 4 yrs plus


Shift - US shifts (6:30 PM to 4:30 AM).


Position Overview:


Given our business model, where our customers pay us over time, Customer Success is absolutely

vital to our long-term profitability. We will not be successful unless our customers are receiving

massive value from our service. As such, we need a senior executive to own driving success for our

customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding,

support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Required Experience/Skills:  Must be comfortable in working in US Shift timings (6:30 pm – 4:30 am).  Experience in leading customer-facing organizations  Ability to manage influence through persuasion, negotiation, and consensus building

 Ideally combined background of post-sale and sales experience

 Strong empathy for customers AND passion for revenue and growth

 Deep understanding of value drivers in recurring revenue business models  Analytical and process-oriented mind-set  Demonstrated desire for continuous learning and improvement  Enthusiastic and creative leader with the ability to inspire others  Excellent communication and presentation skills  Relevant Bachelor’s degree; preference for computer science or related degrees


Responsibilities:


 Drive Customer Success Outcomes

o Increase renewal rates and reduce churn

o Expand our revenue in accounts through cross-sell and up-sell

o Influence future lifetime value through higher product adoption, customer satisfaction

and overall health scores

o Drive new business growth through greater advocacy and reference-ability

o Understand customer outcomes by communicating with customers, analyse customer

health metrics, run NPS and gather other feedback via Intercom

o Represent the voice of the customer to provide input into every core product,

marketing and sales process

o Collaborate closely with team members support renewals and expansion

opportunities


o Serve as the primary contact for the on boarding of new customers, the training of

platform end users, as well as post go-live support

o Collaborate with the engineering and development team to set up or configure our

software platform as per customers’ requirements and troubleshoot technical issues

raised by customers

o Gauge customers’ levels of engagement with the company and provide feedback to

the other teams regarding product and service improvements

o Provide insights to customers to ensure that they get the most out of the platform

with the aim of helping grow our customer base

o Being the main point of contact between the company and a number of named

enterprise accounts  Define and Optimize Customer Lifecycle

o Map customer journey

o Develop listening points in journey (e.g., usage, satisfaction, etc.)

o Standardize interventions for each point in journey

o Define segmentation of customer base and varying strategies

o Identify opportunities for continuous improvement

o Learn from best practices in industry  Manage Customer Success Activities

o On boarding

o Training

o Professional Services

o Customer Support

o Customer Success Management

o Renewals

o Cross-sell / Up-sell/ Outbound

o Advocacy  Enhance Effectiveness and Efficiency Through Technology

o Support systems

o Customer marketing software

o Reference and advocacy solutions

o Customer Success Management platform


 Inspire Customer Success Across Company


o Create company-wide culture of Customer Success

o Align with Marketing around marketing to existing clients

o Align with Product around driving product roadmap

o Align with Sales around cross-sell and up-sell and focus on selling with a retention

focus

o Align with Executive Team around key metrics and objectives

o Drive company-wide definition of ideal customer

o Create company-wide customer feedback loop

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