Customer Success Manager
2 weeks ago
Requirements:
· Minimum 4-5 years' relevant experience
· Willing to work in Night shifts
· 80% work from office
· Location – Hyderabad
· Preferably working in a SaaS based company
· Should have had at least 2-3 years' experience managing a portfolio max 50 customers with an ACV of min $1M USD.
Responsibilities (in brief):-
· Renewal Management (Contracts, negotiations)
· Risk identification and mitigation
· Identifying upsell opportunities
· Providing help, guidance and demos to customers
· Being customers' advocate internally - expedite issue resolution
Detailed Job Description:-
• Ensures high client satisfaction and account success
• Develop and Monitor Customer Value Plan through regular account reviews
• Drive product adoption and overall account health through coordination of critical escalations, reviewing aged Support tickets, advising on features, answering usage, product and workflow questions to ensure feature adoption, etc.
• Initiates and help prepare for, attend and participate in quarterly business reviews (B2B CSM owns QBR)
• Advocate for customer if they require additional support from other teams (ATS, Tamed.)
• Partner with Technical Account Manager when Services is purchased to entire 100% customer satisfaction Quarterback internal processes essential to client success based on predefined guidelines
• Ensure seamless client experience across implementation, product performance, and billing based on predefined guidelines
• Manage and resolve client escalations related to product performance, billing, and other operational issues as per given SOPs
• Fulfil client requests for basic product demos / calls
• Track client usage and adoption metrics including Revenue Support the client success sales cycle
• Execute standard renewals (i.e. renewals with no change in terms) and non standard renewals in coordination with LiveRamp personnel
• Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change in customer health score)
• Identify gaps in people, process & technology that prevent clients from realizing value and communicating a plan for closing all gaps with leadership
• Partner with Commercial Team (AE, CL, MD) by coordinating internal efforts to develop customized solutions for upsell
• Identify and Advise Commercial Lead on upsell/ Expansion opportunities
• Negotiating Commercial Terms on Contracts
# LI-VS5
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