Customer Success Manager

3 weeks ago

Pune, India iMocha Full time

About iMocha

iMocha Skills Intelligence Cloud is One unified platform that delivers "Skills-first" for Talent Acquisition (FTE & Contingent) and Talent Management for Upskilling, Reskilling, and Internal Mobility – any job role, any industry and at scale.

We help enterprises make intelligent talent decisions and build strong teams, from hire to retire. Today, iMocha is serving more than 400 customers and has helped organizations in acquiring or upskilling more than 200k+ employees with more than 3 million+ assessments.

Designation: Customer Success Manager

Location:
Pune- WFO (Onsite)

Mode:
Full Time

Job Summary:

As a Customer Success Manager at iMocha, you will be responsible for fostering strong relationships with our customers to
ensure their successful adoption, utilization, and satisfaction with our SaaS products. Your primary goal is to drive customer retention and expansion through proactive engagement and support.

Key Responsibilities:

Product Adoption:
As a Customer Success Manager, you will be responsible for maximum

adoptions of our products.

Stakeholder Management:
Serve as the primary point of contact for assigned customer accounts, managing relationships and addressing any issues or concerns that arise.

Customer Advocacy:
Act as the voice of the customer within the company, providing feedback and insights to improve our products and services.

Product Utilization:
Monitor and analyze customer usage data to identify opportunities for deeper engagement and to ensure customers are achieving their desired outcomes.

Training & Support:
Provide training and support to customers, helping them to fully understand and leverage the features and capabilities of our SaaS solutions.

Churn Prevention:
Proactively identify and address potential issues that could lead to customer

churn, implementing strategies to retain and grow accounts.

Reporting:
Track and report on key customer success metrics, including customer satisfaction,

product usage, and renewal rates.

Cross-functional Collaboration:
Collaborate with sales, product, and support teams to address

customer needs and drive continuous improvement.

Qualifications:

Education: Master's degree in business, Marketing, HR or a related field;
relevant

certifications or coursework in customer success or account management is a plus.

Experience: 5+ years of experience in a customer success,
account management, or similar

role within a
SaaS environment.

Skills:
Strong interpersonal and communication skills, with the ability to build and maintain

relationships with customers. Excellent problem-solving abilities and a proactive approach to

customer engagement.

Technical Proficiency:
Familiarity with SaaS products
and technologies, with the ability

to understand and explain technical concepts to non-technical stakeholders.

Analytical Abilities:
Ability to analyze customer data, track performance metrics, and make data- driven decisions to drive customer success.

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