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Senior Manager
2 weeks ago
The role will be responsible for ensuring the success and satisfaction of valued customers, building strong relationships with clients, understanding their needs and goals, and working collaboratively with internal teams to deliver exceptional customer experiences.
Desired Profile:
Educational Qualification / Experience required: 1 MBA in Marketing, Business Administration or related fieldWorking experience of around 10 - 12 yearsKnowledge of customer success best practices and industry trendsFamiliarity with the products/services being offered and the ability to understand customer needs within the context of those offeringsStrong interpersonal and communication skills, with the ability to build rapport and foster relationshipsDemonstrated ability to manage multiple customer accounts and prioritize tasks effectively
Responsibilities:
Customer Relationship ManagementBuild and maintain strong relationships with key stakeholders, serving as their trusted advisorProactively engage with customers to understand their business objectives, challenges, and requirementsConduct regular check-ins to ensure customer satisfaction, address concerns, and provide supportCustomer Success StrategyDevelop and execute customer success plans aligned with customer goals and objectivesCollaborate with internal teams to identify opportunities for upselling and cross-sellingIdentify potential risks and challenges and proactively develop mitigation strategies.Onboarding and AdoptionFacilitate the smooth onboarding process for new customers, ensuring a seamless transition and successful implementationProvide guidance and training to customers to maximize their adoption and utilization of products / servicesMonitor customer usage patterns and identify opportunities for optimization and increased valueCustomer AdvocacyIdentify and nurture customer who advocates and can provide testimonials, case studies, and referencesAct as a liaison between customers and internal teams, advocating for customer needs and driving continuous improvementLeverage customer feedback to provide insights for product development and enhancementPerformance Analysis and ReportingTrack and analyze customer success metrics, such as customer satisfaction, retention rates, and upsell opportunitiesPrepare regular reports and presentations on customer success initiatives, highlighting key achievements and challengesCollaborate with the sales team to ensure a seamless interactions and ongoing customer success programs
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