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Customer Success Manager

1 month ago

Gurgaon, Haryana, India PepsiCo Full time
Overview

We are PepsiCo

PepsiCo is one of the world's leading food and beverage companies with more than $79 Billion in Net Revenue and a global portfolio of diverse and beloved brands. We have a complementary food and beverage portfolio that includes 22 brands that each generate more than $1 Billion in annual retail sales. PepsiCo's products are sold in more than 200 countries and territories around the world. PepsiCo's strength is its people. We are over 250,000 game changers, mountain movers and history makers, located around the world, and united by a shared set of values and goals. 

Digital Product and Application

PepsiCo's Product Delivery team, as part of the Digital Products and Application (DPA) organization, delivers and sustains digital products across Strategy and Transformation's core priorities to accelerate PepsiCo's digital transformation. One the key remits of the Cloud Operations team within the Product Delivery organization is to engineer reliable Cloud, datacenter, edge computing services, and monitoring to set the teams technical strategy & roadmap.

Customer Success Manager(Hyderabad and Gurugram)

We are seeking a proactive Customer Success Manager to support our B2B e-commerce solution. The successful candidate will support our business clients to achieve their desired outcomes while using our platform, drive customer satisfaction, and foster long-term relationships. This role requires a blend of customer service excellence, forward thinking, and in-depth knowledge of e-commerce solutions.

Responsibilities

Customer Relationship Management & Engagement

Serve as the primary business point of contact for daily sustain operations Understand business goals, and challenges, and provide tailored support and recommendations Partner with product and engineering to create and socialize plan to transition products/features/capabilities from development to sustain post-Hypercare Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain Monitor and respond to customer inquiries through various communication channels Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization

Product Knowledge & Understanding

Understand the features within a product and the future product roadmap Stay updated on the latest product trends across the industry

Incident Management and SLAs

Partner with operations leads and sustain teams to ensure incidents are resolved with SLA. Partner with Site Reliability Engineer (SRE) to help triage Incidents and assign Incidents to the respective support team Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly 

Communication and Reporting

Communicate and collaborate with the Call center, Sector reps, Business Admins and leadership teams to provide regular updates on incidents, problems, upcoming maintenance, etc. Identify Product Improvement areas and work with the Product team to create the backlog item as a future product capability Qualifications Bachelor's degree in business, technology, communications or a related field. Strong understanding of B2B e-commerce solutions and related technologies Excellent communication, interpersonal, and presentation skills. Strong problem-solving and analytical abilities Ability to manage multiple clients and products simultaneously. Experience on ServiceNow, Experience and good understanding of ITSM (ie. Incident Management, Problem Management, etc. ) Certification on ITSM-Preferred