Customer Success Manager

1 month ago

Noida, India Prospecta Software Full time

Customer Success Manager


COMPANY OVERVIEW


Prospecta was founded in 2002 in Sydney, Australia, to provide data management and automation software for enterprise clients. Prospecta has evolved to be a leading data management software company. Prospecta’s flagship product, MDO (Master Data Online), is an enterprise Master Data Management (MDM) platform that enables data management processes: creating accurate, compliant, and applicable master data through data disposal.

We are experiencing rapid growth globally and are expanding our product portfolio with new features, capabilities, and industry-specific solutions. We have a robust process in asset-intensive industries such as Energy and Utilities, Oil and Gas, Mining, Infrastructure and Manufacturing.

Our head office is in Sydney, Australia, with offices in India and Americas. We have local presence in Canada, Europe, UK, and Southeast Asia.


CULTURE


Our culture is built around growth, as we are all loving this challenge. We have a passionate team that work collaboratively to create value for our customers. Our team are from diverse backgrounds, which makes it an exciting place to work.

We aim to create an environment that prioritizes individual development and is built on a mutual success culture. Both professional and personal development are major factors contributing to an individual’s success. Therefore, we support our employees’ passion, making them feel more engaged and motivated at work and life in general. Career progression looks less like climbing a ladder and more like a continuous flow of exciting, meaningful opportunities that facilitate personal development and technical mastery under the mentorship of great leaders.

We are a growing organization backed by private equity funding that allows us to scale up, and “Human Capital” is fundamental to us. We have an interconnected organizational structure with a focus on being agile, responsive, and achieving outcomes.

Our Benefits are a mix of the Industry Benchmark Compensation and the Employee Share Options. The ESOPs are more notable in Prospecta, as there is substantial growth in the coming years. We are all striving and contributing towards the growth of our options.

If you are the one who would want to be part of a growing company and, at times, wear multiple hats and does not resist walking that extra mile to meet the goals, then this is the workplace for you.

We courageously work hard and aim to push the boundaries in everything we do while sharing a sense of fun and celebrating both the small and big wins.


THE POSITION

We are seeking a Customer Engagement Manager to be responsible for two key areas within our Customer Engagement team. The Customer Engagement manager will be responsible for the customer onboarding process and for the development and management of the customer portal (which will include the ability for customers to request new functionality and for customers to access release notes, product roadmaps and training material). The Customer Engagement Manager will also be required to liaise within Prospecta with Product Managers, Project Managers and Support Consultants to communicate clear and useful information with customers.


The Customer Engagement Manager will be a key member of our team reporting directly to the Head of Global Customer Engagement.

ROLES & RESPONSIBILITIES


We are looking for a customer success manager who can provide ongoing support to our clients and network with them.

The candidate should be able to contribute to building relationships, implementing new programs that will increase your business’ revenue potentials and minimize churn rates.

Support customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.

You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

Conduct user & pulse surveys with all the Live clients on a periodic basis or as per situational needs.

Conduct a Project experience survey with clients who are moving from Delivery to being a Go Live client. Results are to be shared with the internal teams for corrective action.

Handholding the client to ensure their business-as-usual issues are timely responded to and the client is made aware of the activities done by the Engagement team. Flagging off if the client is unhappy with the deliverables so that necessary actions are taken on time.

Working with the Product Development team, reviewing, prioritizing, and adding requests to the roadmap. Provide updates to the customers.

Promote the value of the product, upsell services and products with the brand image and promote value through customer experience



Experience and Skills:

  • from an engineering degree qualification background.
  • experience -8 years in data management & analysis
  • in industries like Oil & Gas, Utilities, and Manufacturing is an advantage.
  • & experience working with ERP systems like SAP/Oracle etc
  • to work with cross-functional teams for delivery.
  • Analytical skills
  • to complete milestones and work toward multiple deadlines simultaneously.
  • to compile and organize statistical information retrieved and present findings to management.
  • presentation skills
  • Communication- verbal & written.
  • exposure is an added advantage.

WHAT WILL YOU GET?


You will be part of a rapidly growing Australian-based global company. You will be part of a team who are experts in enterprise data management, working in a company that has a 20-year history of delivering valuable client solutions.

You will have the opportunity to take your experience and skillsets to new levels We are an inclusive organization that respects diversity. The contribution of our people is our greatest asset – we appreciate that and continually strive to provide an environment that encourages autonomy, mastery and purpose.

To apply please mail your resume and cover letter at

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