Survey2Connect - Customer Success Manager

3 weeks ago

Noida, India Survey2Connect Private Limited Full time

Xebo.ai is a SaaS based experience management platform. We are a global IT product-based. firm whose vision is to be the best-in-class research platform that helps organizations make smarter and informed decisions, hence improving the experiences organizations provide to every stakeholder. The platform helps organizations capture feedback at multiple touchpoints, understand it in real-time, and deliver insights by offering Simplified Survey, Customer Experience, Employee Satisfaction, Brand Tracking, and Awareness. We are proud to provide Communities and Mystery Shopping solutions, as well as strategic guidance, support and services to leading banks, Insurance companies, airports, and FMCG companies across the Description:- Senior CSM plays a critical role in managing client relations and increasing client satisfaction, and thus bringing repeat business.- The candidate should be able to contribute to building relationships, managing the team of highly dedicated resources, and implementing new programs that will increase the businesss revenue potential and minimize churn rates.- We are looking self-motivated, engaged leader to lead our team of Customer Success.Key Responsibilities:- Build business reviews with scorecards linked to the customer's business objectives and present these quarterly.- Proactively manage the day-to-day account health of those customers, including monitoring usage, regular cadence calls, and Customer Business Reviews.- Partner closely with sales to manage account strategy and ensure customer growth, satisfaction, and retention.- Be the voice of the customer as you partner with support, consulting, engineering, marketing, product management and sales to shape product development and deliver a best-in-class customer experience.- Collaborate heavily with Sales, Sales Operations, and other key stakeholder teams to achieve joint targets.- Increase product adoption, take ownership of upsell and cross-sell revenue targets for the lead customer segment, ensuring the team consistently meets and exceeds goals.- Recruit, train, coach, and mentor a team of Customer Success Managers focused on identifying and executing upsell and cross-sell opportunities within our lead customer Bachelor's degree in Business Administration, or a related field.- More than 6 years of experience in Customer Success Management or Key Account - Management with a proven track record of driving upsell and cross-sell revenue.- Demonstrated experience leading and managing a team, with a focus on coaching and development.- Strong understanding of SaaS business models and customer lifecycle management.- Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.- Exceptional analytical and problem-solving skills, with the ability to interpret data and translate it into actionable insights.- Proficiency in CRM and customer success platforms (Salesforce, etc).- Strong business acumen and a deep understanding of how technology can solve business challenges.- A proactive and results-oriented mindset with a passion for customer success and Revenue growth. (ref:iimjobs.com)

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