Customer Success

4 weeks ago

Bengaluru, India Info Edge Full time

Customer Success - Naukri (Zwayam)

About the Role

The Customer Success team of Zwayam is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as the primary contact point for Zwayam's customers. You will manage a set number of assigned accounts, maintaining a continual focus on the customer's business goals to improve their technical and operational health and realize maximum value from their investment in Zwayam.

As a trusted advisor, the CSM will build a track record in customer success through superb communication and extensive knowledge of the Zwayam Hire platform to ensure optimum leverage of key features for business requirements. The CSM strives to become the go-to person for customers on all Talent Acquisition events, processes, and optimizations.

Key Responsibilities

  • Serve as the primary point of contact for assigned customers, effectively managing relationships and expectations with multiple stakeholders across different functions to ensure alignment, trust, and success.

  • Educate customers on how current and new product features drive their business growth and help them leverage the full functionality of the Zwayam platform.

  • Proactively identify and drive customer retention, renewal, expansion, and upsell opportunities through deep understanding of their needs, usage patterns, and industry trends.

  • Lead Quarterly Business Reviews (QBRs) to communicate account health, platform adoption, value delivered, and future growth plans.

  • Act as the Voice of the Customer (VoC) by gathering feedback and collaborating cross-functionally with Sales, Product, Engineering, and Support teams to continuously improve products and services.

  • Foster customer advocacy by improving CSAT and NPS, and securing referrals and testimonials.

  • Analyze customer data and market insights to provide actionable recommendations that maximize customer ROI and platform adoption.

  • Respond promptly and professionally to customer queries and requests, ensuring a positive customer experience.

  • Understand and document customer requirements and specifications to tailor solutions effectively.

  • Advocate for customers internally, facilitating smooth coordination between customers and Zwayam teams.

  • Promote best practices and optimize customer usage to ensure ongoing value realization.

  • Demonstrate empathy and a customer-first mindset in all interactions, building strong and trusted partnerships.

Role Requirements

  • 5+ years of experience in Customer Success or Customer Service in a SaaS company.

  • Deep understanding of recruitment processes and experience in the recruitment domain is essential.

  • Excellent organizational skills with the ability to manage multiple projects simultaneously.

  • Strong problem-solving skills, taking a consultative approach to find the best solutions.

  • Excellent verbal and written communication skills, able to explain complex issues simply and adapt tone to different audiences.

  • Comfortable delivering presentations to groups of any size.

  • Proficiency with Microsoft tools like Excel and PowerPoint.

  • Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, Freshdesk, Hubspot) is a plus.

  • Knowledge of SQL, REST API, JSON, XML, or programming languages is an added advantage.

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