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Tescra - Senior Manager - Customer Success
2 months ago
Job Title: Senior Customer Success Manager.
Location: In office, Bangalore.
About ACHNET:
ACHNET is a Professional Development Platform designed to enhance hiring processes and improve workforce productivity through AI-driven recruitment tools, assessments, and a suite of professional development features.
We support business clients in leveraging these capabilities to streamline recruitment and enhance employee performance, focusing on larger clients with complex needs.
As we build our Customer Success (CS) team, we're seeking passionate individuals who are committed to driving value and success for our clients.
Position Overview:
- As a Senior Customer Success Manager, you will be the main point of contact for ACHNET's business clients.
- This role goes beyond traditional account management; you'll work consultatively to ensure clients fully utilize ACHNET's features, achieve their hiring and development goals, and maximize the value they receive from our platform.
- Your mission will be to drive client satisfaction, encourage adoption, and ensure long-term client retention.
Key Responsibilities:
- Relationship Management: Build and maintain strong relationships with key stakeholders at all client levels, including HR leaders and senior executives.
- Act as a trusted advisor, guiding clients to optimize their use of ACHNET's tools.
- Client Onboarding and Education: Lead onboarding sessions and provide ongoing education to ensure clients are equipped to leverage ACHNET's platform effectively.
- Tailor training to meet each client's specific needs.
- Proactive Engagement: Regularly review client usage data to identify patterns and proactively address any engagement gaps.
- Initiate regular check-ins to assess satisfaction and offer additional support.
- Consultative Problem Solving: Understand client challenges and provide tailored solutions that align ACHNET's features with client goals.
- Use your consulting experience to strategically advise on best practices.
- Data-Driven Insights and Reporting: Track key metrics to measure client satisfaction and success.
- Provide reports and insights that illustrate value, helping clients understand their ROI on ACHNET.
- Product Advocacy: Serve as the voice of the customer internally, sharing feedback to inform product enhancements and working with internal teams to ensure ACHNET's platform evolves with client needs.
- Upsell and Growth Opportunities: Identify and advocate for potential upsell opportunities based on client needs and usage.
- Collaborate with the Sales team to expand client relationships.
Ideal Candidate Profile:
Experience:
- 5+ years in Customer Success, Account Management, or a related client-facing role, ideally within a SaaS or professional development environment.
- Experience in consulting is highly desirable.
- Technical Skills: Strong understanding of SaaS products and comfort in guiding clients through a range of platform features.
- Ability to explain technical concepts to non-technical audiences is essential.
- Communication and Relationship-Building: Exceptional interpersonal skills, with the ability to engage, support, and influence multiple stakeholders within each client organization.
- Analytical and Data-Driven: Adept at using data to inform client strategies and track success metrics.
- Skilled at preparing and presenting performance reports that communicate value.
- Proactive and Solution-Oriented: Able to anticipate client needs, identify potential issues before they arise, and take proactive measures to address them.
- Empathy and Customer Focus: A genuine desire to understand client needs and an unwavering commitment to delivering a positive client experience.
Qualifications:
- Bachelor's degree in Business, Psychology, HR, or a related field.
- Additional certifications in Customer Success are a plus.
- MBA from Tier 1 or Tier 2 institutions is good to have.
- Demonstrated experience managing and growing large client accounts.
- Proven track record of meeting or exceeding performance metrics related to client satisfaction, retention, and growth.
What We Offer:
- A chance to be an integral part of ACHNET's growth story.
- A collaborative, inclusive environment where your insights and suggestions will directly impact our strategy.
- Opportunities for professional development and growth within a forward-thinking team.
