Lead Customer Success Manager
3 days ago
Location: Gurugram Haryana (4 days onsite)
Job Type: Fulltime with BayOne Solutions
Responsibilities:
- Escalation management, should be able to manage customer escalations and priority responses.- Experience managing day to day operations, shift management, work prioritizations, capacity planning- This will be the SPOC for customers and will manage BayOne relationship and work delivery- Must have managed a team of CSM with below role and responsibilities.- Client Relationship Management: Develop and maintain strong relationships with enterprise clients to ensure their satisfaction and success.- Onboarding and Training: Assist clients with the onboarding process, providing training and support to ensure they effectively use the hardware solutions.- Account Management: Manage a portfolio of enterprise accounts, ensuring customer satisfaction, retention, and growth.- Strategic Planning: Develop and execute strategic plans to drive product adoption and maximize value for clients.- Quarterly Business Reviews (QBRs): Lead QBRs and strategic meetings with key stakeholders to assess needs and opportunities.- Problem Resolution: Address and resolve any technical or operational issues that clients may encounter.- Feedback Collection: Gather and analyze customer feedback to guide continuous product and service improvement
Qualifications:
- Education: Bachelor's degree in Engineering, Computer or a related field.- Experience: 10+ years of experience in customer success, account management, or a related field.- Skills: Excellent communication and interpersonal skills, strong organizational skills, attention to detail, and the ability to solve complex problems.
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