Customer Success Manager
1 week ago
Overview:
We are seeking a dynamic and experienced Customer Success Manager to join our team in Gurgaon.
The ideal candidate will have a minimum of 3 years of experience, with a preference for prior experience in HR for the Tech industry.
The Customer Success Manager will be responsible for managing PeopleStrong customers, focusing on ensuring customer happiness, acting as an advisor, and exploring opportunities for upselling.
Key Responsibilities:
- Manage a portfolio of PeopleStrong customers, serving as the primary point of contact and building strong relationships.
- Understand the complete lifecycle of HRMS (Human Resource Management System) products and effectively communicate product features and benefits to customers.
- Proactively engage with customers to ensure their success with PeopleStrong products, driving adoption, usage, and satisfaction.
- Act as a trusted advisor to customers, providing guidance on best practices, industry trends, and solutions to address their business needs.
- Identify opportunities for upselling and expansion within existing customer accounts, collaborating with sales and product teams to drive revenue growth.
- Monitor customer health metrics, identify areas of improvement, and implement strategies to mitigate churn.
- Serve as the voice of the customer within the organization, advocating for customer needs and driving product enhancements and improvements.
- Collaborate cross-functionally with sales, product, and support teams to ensure a seamless customer experience.
- Provide regular updates and reports on customer engagement, satisfaction, and retention metrics to senior management.
Requirements:
- Bachelor's /Master's degree in Business Administration, Human Resources, or a related field.
- Minimum of 3 years of experience in a customer-facing role, with prior experience in HR for the Tech industry preferred.
- Strong understanding of HRMS products and the ability to articulate product features and benefits to customers.
- Proven track record of managing customer relationships, driving customer success, and achieving upselling targets.
- Excellent communication and presentation skills, with the ability to influence and build rapport with stakeholders at all levels.
- Analytical mindset with the ability to interpret data and metrics to drive actionable insights.
- Results-oriented with a focus on delivering exceptional customer experiences and driving customer satisfaction.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
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