Customer Success Manager
3 weeks ago
Customer SuccessGrade / Level
G2BDesignation
Manager – Customer Success ManagerLocation
NCRReporting T o COO
The customer Success Manager (CSM) will onboard, and engage with the assigned clients, focus on driving value to the customer and deliver an impactful engagement. He/ she will build relationships with key stakeholders, act as an escalation point for issues that impact client success, and create opportunities for the optimal client experience.
Role & Responsibilitiesa. Professionally manage relationships with a portfolio of assigned accountsb. Build executive relationships within the customer’s organizationc. Make sure he/she exceeds customer retention goals and ensure consistently high retention ratesd. Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecyclee. Gain a thorough understanding of assigned client’s needs, services signed up for, and details of the client contracts to drive effective communicationf. Identify risks to client success and aggressively/proactively engage the client whenever there’s an identified retention issueg. Develop and execute retention plans for customers who may be at riskh. Drive resolution of escalated issues in coordination with Leasing, projects, design, and facilities teamsi. Be a voice for accounts internally and keep the senior leadership abreast of the gapsj. Manage contract-related inquiries, questions, and issues from clients and other departmentsk. Liaise with other team leaders to make sure that clients are getting the best service possible
Skillset requiredProven expertise in handling high-net-worth customers across IndiaProven track record of building strong executive-level relationshipsHigh attention to detail and willingness to get “in the weeds” to fix a problemKnowledge of customer success best practicesExceptional communication and relationship management skillsExceptional time management and multiple stakeholder management experiences
Experience (Years) required05-07 years of experience in Customer Success/Account Management/ customer service/ guest relations roles
QualificationHotel Management Graduate/ Graduate
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