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Customer Success Manager

2 months ago

bangalore, India ZapCom Group Inc Full time
About Zapcom
Zapcom is a global Product Engineering and Technology Services company, specializing in bespoke, customer-centric solutions across industries like BFSI, e-commerce, retail, travel, transportation, and hospitality. Headquartered in the US, with a presence in India, Europe, Canada, and MENA, we excel in transforming ideas into tangible outcomes using AI, ML, Cloud solutions, and full-stack development.
At Zapcom, we value accountability, ownership, and equality, empowering you to excel. We listen to your aspirations and provide the support needed to achieve them. Our diverse, collaborative culture ensures every voice is heard, driving innovation and business value. With global opportunities and expansion plans, now is the perfect time to join our team. Work on impactful projects that shape the future. Apply today and be part of something extraordinary
Roles and Responsibilities
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
Maintain and develop customer success strategies and best practices
Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
Maintain existing customer success metrics and data as required
Serve as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
Facilitate interaction and workflow between project team members, including third- party service providers, to ensure deliverables are on time
Collaborate, problem solve, and/or strategize upcoming client meetings with team members
Prepare necessary documentation to demonstrate performance in C-Sat/NPS scores and to identify areas of improvement
Required Skills and Qualifications
5+ years of experience in customer management, account management, or customer success.
Excellent verbal and written communication, strategic planning, and project management skills
Analytical and process-oriented mindset
Comfortable working across multiple departments in a deadline-driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Bachelor’s degree or Master’s degree
Knowledge of project management tools