Customer Success Manager

3 weeks ago

Noida Uttar Pradesh India, Ghaziabad Kovaion Consulting Full time

In Kovaion, Customer Success Managers (CSMs) / Solution Architect form the backbone of Project Delivery & Customer Retention. They are responsible for building strong relationships with customers, ensuring customers get the most value out of our services, and ultimately driving customer retention and growth. This unique role combines the strategic relationship management of a Customer Success Manager (CSM) with the project execution expertise of a Project Manager. You'll be responsible for ensuring customer success throughout the entire lifecycle, from onboarding to ongoing optimization.We’re looking for a Customer Success Manager (CSM) with a passion for driving value, creating impact, and helping clients succeed — specifically in the Oracle Fusion HCM space.Job Responsibilities:Acting as a trusted advisor, understanding customer needs and goalsOwnership of multiple project accountsProactively identifying and resolving customer(s) issuesHandling the Project Team and ensuring Project DeliverablesMonitoring customer health and proactively addressing churn riskTracking key customer success metrics and reporting on progressEducating customers on best practicesWork directly with the Project Team to plan and execute scheduled activities.Create and execute project work plans and revise them as appropriate to meet changing needs and requirements.Actively monitor and track progress toward objectives and project scope,Plan and schedule project timelines and milestones.Identify tasks and resources needed, assign individual responsibilities, and manage resources on assigned tasks.Facilitate team and user meetings effectively.Ensure project documents are complete, current, and stored appropriately.Identifying upsell and cross-sell opportunities to increase customer lifetime valueRequired Experience:8 - 12 Years' experience working in Oracle Landscape.Strong communication and interpersonal skillsAbility to build trust and rapport with customersExcellent problem-solving and analytical skillsProactive and resourceful approachDeep understanding of the company's product or serviceCustomer-centric mindsetProven experience in customer success or project management (or both)Strong understanding of project management methodologies (e.g., Agile, Waterfall)Excellent communication, interpersonal, and relationship-building skillsAbility to manage multiple priorities and deadlines in a fast-paced environmentProactive, resourceful, and data-driven approach to problem-solvingDeep understanding of the company's product or serviceStrong interpersonal skills.Strong track record of meeting project objectives.Ability to adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.This role is ideal for a highly motivated and organized individual who thrives in a customer-centric environment. You'll have the opportunity to wear two hats, driving project success while fostering long-lasting customer relationships (it involves 80% delivery and 20% sales)

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