Customer Success Manager
1 month ago
Experience: 8+ years
Location: Bangalore/Chennai/Coimbatore
Who we are and What we do?
AppViewX is trusted by the world’s leading global organizations to reduce risk, ensure compliance, and increase visibility through machine identity management and application infrastructure security and orchestration. At AppViewX, you will get to work with our bleeding edge Automation Platform that facilitates digital transformation through streamlined workflows to prevent outages, reduce security incidents and protect both an enterprise’s reputation and bottom line. AppViewX has also been certified as a Great Place to Work in India, cementing us as an employer of choice.
What will you be responsible for?
Customer Success Manager play a key role in driving Customer onboarding, adoption of product and identifying new business opportunities for customers by being a customer advocate. As a CSM you work closely with customers to discover their business objectives/challenges and then coach them on how to use AppViewX to solve them. Part coach, project manager, product expert and Customer Success Manager are continually focused on helping our customers attain value through AppViewX. Onboarding
● Work closely with Sales teams to help transition the account from Pre-Sales to the Customer Success Management program.
● Work with customers to establish critical goals or other key performance indicators for Go-live.
● Establish measurable criteria for success based on customer goals thereby building organizational alignment with Product Management/Onboarding/Services for Go-live.
● Work with the Onboarding team to ensure customers are onboarded quickly with Key objective/ met in a stipulated time frame. Adoption and Value Quantification
● Accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI within the shortest time frame
● Work closely with customer Champions/Economic Buyers including Director/Manager/Engineer Level stakeholders to drive value realization through Deliver Quarterly Business reviews and adoption workshops
● Understand customer pain points and help drive escalations by coordinating between Product Management and Support groups.
● Conduct product demonstrations and presentations under the guidance of experienced resources.
● Be the customer's concierge, counsel and coach to achieving business outcomes and new goals are continuously set – and in the process generate referrals and advocates Customer Experience/Engagement
● Integrate retention, adoption, user experience and happiness as part of every customer engagement strategy.
● Partner with CS Operations to plan outreach campaigns based on customer interests.
● Consistently meet and exceed weekly/Monthly/Quarterly engagement goals for providing touch points for existing customers.
● Manage Product Feature, custom requirements with relevant internal stakeholders to ensure delivery and adoption risks are managed.
● Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
● Travel to the USA and Europe on Business Visa to grow customer network when required Renewal /Upsell/Cross Sell
● Maintain the Annual Recurring Revenue from assigned accounts by managing account retention and renewal.
● Work closely with Account Sales teams with identifying Upsell/Cross-sell opportunities in existing customers What do we require? Customer facing experience in Solutioning /Post Sale Support/Customer Success/Project management with a Technical background.
● Strong customer management skills during advocacy/escalation with ability to influence clients' decisions. ● Good understanding of key technical concepts around Network, PKI, Automation, Security and systems architectures.
● Willingness to learn and understand our solutions and being able to teach the product to our customers
● Time management skills and the ability to multi-task across multiple assignments.
● Worked and interacted with F500 organizations in the North American or European markets
● Exceptional communication skills, both oral and written, coupled with excellent listening skills
● Comfortable working in extended time zones to align with the global team and in a fast paced environment
What’s more in store?
AppViewX is on par with leading global companies when it comes to the benefits it offers its employees, ranging from competitive incentives, health & wellness policies, saving & investment schemes, time off/sabbatical eligibility and dedicated L&D. What we consider equally important is the flexibility we offer our employees to – work remotely, define their own hours, and more importantly harmonize both work and life. The more trust and accountability we place on our employees, the more they surpass our goals and expectations.
Why AppViewX?
AppViewX caters to a wide range of customers from Fortune 1000 companies, including six of the top ten global commercial banks, five of the top ten global media companies, and five of the top ten managed healthcare providers. Over the years, we grew our diverse team, perfected our automation platform, and expanded our Global footprint to India, North America, United Kingdom and Australia. Today, we are headquartered in New York City and have come a long way by optimizing opportunities to create lasting relationships with enterprises, gaining unshakable customer trust along the way. AppViewX is proud to be an Equal Employment Opportunity Employer. It is AppViewX’s policy to afford equal employment opportunities to all employees regardless of race, color, national origin, ancestry, religion, citizenship status, , gender, gender expression or identity, sexual orientation, age, marital status, military or veteran status, pregnancy, disability, genetic information, arrest record, or other protected class under state, federal, or local law.
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