Customer Success Manager

5 days ago

Kolkata, India Global Games Show Full time

Responsibilities:

Onboarding and Training:

  • Lead the onboarding process for new customers, ensuring a smooth and positive experience.
  • Provide training sessions to clients on product features, functionality, and best practices.


Relationship Management:

  • Develop and nurture strong relationships with key stakeholders within client organizations.
  • Act as the main point of contact for customer inquiries, concerns, and escalations.


Customer Advocacy:

  • Advocate for customers within the company, conveying their needs and feedback to relevant teams.
  • Collaborate with sales and product teams to identify upsell and cross-sell opportunities.


Retention Strategies:

  • Develop and implement strategies to ensure high customer retention rates.
  • Monitor customer health metrics and proactively address issues to prevent churn.


Product Knowledge:

  • Maintain a deep understanding of our products or services to effectively support and guide customers.
  • Stay informed about product updates and communicate relevant information to clients.


Customer Feedback and Analysis:

  • Gather customer feedback through surveys, interviews, and other channels.
  • Analyze feedback to identify trends and areas for improvement in our products or services.


Metrics and Reporting:

  • Establish key performance indicators (KPIs) to measure customer success and satisfaction.
  • Provide regular reports to management on customer success metrics and initiatives.


Qualifications:

  • Bachelor’s degree in Business, Marketing, or a related field.
  • Proven experience in customer success, account management, or a similar role.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and strategic thinking abilities.
  • Ability to build rapport and trust with clients.
  • Familiarity with customer success tools and CRM systems.


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