Powerweave Group

Company Overview:

Powerweave, with over two decades of industry experience, has been a trusted partner to over 940+ large and high-growth organizations worldwide.

With a team of 1700+ professionals, Powerweave has been aiding businesses in their digital transformation journeys since 2001 globally.

Designation: Assistant Manager Customer Success.

Experience: 7+ years.

Roles and Responsibilities:

Customer Relationship Management:

- Support the onboarding process for new customers, ensuring smooth product implementation.

- Serve as a secondary point of contact for assigned customer accounts.

- Build and nurture strong relationships with customers to promote long-term partnerships.

- Monitor customer health and engagement metrics to identify potential risks or opportunities.

Product Adoption & Customer Education:

- Guide customers through product features and functionality.

- Conduct training sessions and create educational resources for customers.

- Keep customers informed about product updates and new feature releases.

- Promote product best practices to maximize customer value.

Account Management & Growth:

- Assist in developing account strategies to drive customer retention.

- Identify and pursue upsell/cross-sell opportunities within existing accounts.

- Support renewal processes and contribute to expansion strategies.

- Help monitor and minimize customer churn risks.

Data Analysis & Reporting:

- Track and analyze customer success metrics and KPIs.

- Maintain accurate customer records in CRM systems.

- Generate regular reports on customer health, satisfaction, and engagement.

- Document customer interactions, feedback, and account progress.

Cross-functional Collaboration:

- Work with Sales, Support, and Product teams to ensure seamless customer experience.

- Relay customer feedback and feature requests to appropriate internal teams.

- Participate in customer success initiatives and process improvements.

- Support the development of customer success strategies and best practices.

Education, Skills, and Experience Requirements:

- Education: Bachelor's degree in Business Administration, Marketing, Communications, or related field.

- Experience: 5+ years in customer success, account management, or similar customer-facing roles.

- Expertise: Proven success in customer relationship management, retention, onboarding, upselling/cross-selling, and collaboration with cross-functional teams.

Skills:

- Knowledge of customer success best practices and journey mapping.

- Strong communication, presentation, and relationship-building abilities.

- Leadership, active listening, and empathy.

- Customer education, feedback implementation, and product adoption expertise.

- Understanding of customer health metrics.

- Certifications: Preferred in Customer Success Management or relevant areas.