
Manager - Customer Success
3 weeks ago
Key Responsibilities:
Client Onboarding & Relationship Management:
- Seamlessly onboard new customers and guide them through the platform.
- Develop and maintain strong relationships with key stakeholders in client accounts.
Customer Success Strategy:
- Proactively monitor customer health metrics to identify potential issues and opportunities for upselling/cross-selling.
- Proactively resolution of customer's query.
- Develop and execute customer success plans tailored to each client's business goals.
Product Adoption & Training:
- Provide clients with in-depth knowledge of AiSensy's platform to improve product usage.
- Organize and conduct product training sessions for clients.
Escalation & Support Management:
- Resolve client escalations promptly and provide actionable solutions.
- Act as the point of contact for client queries and coordinate with internal teams for resolution.
Payment Collection:
- Monitor client payment statuses and coordinate payment collections in a timely manner.
- Follow up with clients regarding overdue payments and maintain accurate records of transactions.
Customer Feedback & Insights:
- Regularly gather customer feedback and share insights with the product and operations teams to enhance the platform.
- Provide monthly performance reports to clients, showcasing the ROI and success metrics.
Data-Driven Decision Making:
- Track and analyze key success metrics such as Net Promoter Score (NPS), churn rates, and product usage trends.
Key Qualifications:
- Experience: 3-5 years in Customer Success, Account Management, or similar roles in a SaaS/B2B environment.
- Skills: Strong interpersonal, communication, and problem-solving skills.
Payment Management: Experience in coordinating with clients for timely payments is highly preferred.
- Tools Expertise: Familiarity with CRM tools (e., HubSpot, Salesforce, Zoho) and analytics platforms.
- Familiarity with customer success metrics like NPS, CSAT, and churn rates.
- Education: Bachelor's degree in Business, Marketing, or a related field. MBA is a plus.
- Mindset: Customer-focused, empathetic, and driven by results
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