Senior Customer Success Manager

4 weeks ago

gurgaon, India FieldAssist Full time
Our success is in the success of our customers. Only you can make that happen.
A Senior Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
About FieldAssist
FieldAssist is a SaaS based technology platform transforming route-to-market capabilities of CPG companies across the value-chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform which simplifies how sales are planned, processed and predicted, and distribution is discovered, developed and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 600+ CPG brands including Godrej Consumers, Saro Africa, Danone, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Philips, Ching’s and Mamaearth among others.
FieldAssist is certified by Great Place to Work® for having created a great place to work for all its employees by excelling on the 5 dimensions of High-Trust, High-Performance Culture™ – Credibility, Respect, Fairness, Pride and Camaraderie.
Responsibilities:
Stakeholder Management: Document stakeholder interests within x weeks. Conduct monthly/quarterly etc. strategic business reviews.
Quality Assurance: Establish and enforce quality standards. Implement one improvement practice per quarter.
Project Closure: Coordinate closure activities within x weeks. Evaluate project performance and prepare a report.
Lead Generation: Generate x CSQLs per quarter.
Identify opportunities for cross-selling or upselling.
Create ROI for customer contract renewals and growth.
Collaborate on contract drafting for renewals. Operational Excellence and Team Leadership: Ensure continuous improvement in Operational Excellence & lead large teams for efficient processes and customer delight.
Customer Advocacy and Referenceability: Achieve the customer reference ability target. Maintain the highest level of customer advocacy and satisfaction.
Team Management: Oversee CSM team, managing their annual increment cycle, hiring & retention. Conduct monthly/ bi-monthly performance reviews.
Portfolio MRR target achievement; Reduce Churn %; Cross sell or upsell realised MRR
MRR vs ROI; Adherence to operational SOPs
Who we're looking for:
Min Experience - 8+ years, must have Enterprise Account handling experience as well
Ensure highest level of customer advocacy and satisfaction from product and operational support preventing churn
Demonstrate industry expertise and consultation for top stakeholders- identify problem statements and help in qualifiaction of upsell/cross sell opportunities identified by CSMs
Collaborate with growth counterparts to close upsell and crossell opportunities within TAT; Internal cross functional collaboration for new product/module GTMconceptualization, VOC, feedbacks, marketing initiatives among others
Maintain portfolio P&L with healthy AR discipline, optimized manpower allocation and ensure high ROI; Drive operational discipline using best practices within the team- daily, weekly and monthly operational reviews, customer health reviews etc; Hire, train, retain talent for their team while following company wide L&D practices
Relationship management aspect- top stakeholders; Cross sell or upsell: lead conversion (Platinum accounts); Team Management aspect: CSM reports to this position, responsible for Annual increment cycle of operations team and CSMs
Know Your Leaders:
Divir Tiwari is the Co-founder and CEO, a graduate from Indian Institute of Technology, Dhanbad who loves to interact and apprehend concerns which have a potential to be resolved with new-age technology. In 2014, Divir co-founded FieldAssist, a part of Flick2Know. Driven to solve the most critical challenge of the CPG industry- mapping and monitoring field sales staff. Today, under his fine leadership, FieldAssist powers go-to-market strategies of over 600 CPG brands with tens of products and uncountable innovations in its portfolio.
Chitransh Jain is the Chief Customer Officer at FieldAssist. He is an IIT graduate who first started his journey with Tata Consulting Engineers and became a part of the FA Family in 2017. He drives exceptional customer experience and firmly believes that customers play an important role in enhancing the quality of the product. He is ably supported by his team members who help the customers get the maximum output from the product thus leading to their business growth
FieldAssist on the Web:
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