Customer Success Manager/ Key Account Manager

1 week ago

Bengaluru, India Dilpreet Singh (Proprietor of Eco Global Enterprises) Full time

Job Description

Role Overview:

Manage 4-6 enterprise clients, ensure post-onboarding success, drive product adoption, align clients with their goals, and work with internal teams to maximize client value and satisfaction.

Key Responsibilities:

Post Go-Live Adoption:

- Ensure smooth onboarding for internal and external users.
- Resolve implementation challenges with the Delivery team.

Relationship Management:

- Build and nurture relationships with key stakeholders.
- Conduct regular check-ins and MBRs/QBRs.

Product Adoption & Training:

- Promote adoption of software features.
- Coordinate training sessions with the Delivery team.

Account Health Monitoring:

- Track usage data to optimize performance.
- Address client concerns proactively.

Client Success & Value Delivery:

- Demonstrate ROI and value delivery based on metrics.
- Present qualitative and quantitative benefits.

Customer Satisfaction & Advocacy:

- Run CSAT/NPS surveys.
- Encourage client advocacy through testimonials and events.

Financials & Collections:

- Ensure timely invoicing and collections.
- Handle CR (Change Requests) discussions.

Renewal & Expansion (Farming):

- Drive contract renewals.
- Identify and manage up-sell and cross-sell opportunities.
- Support proposal creation, demos, and implementation of farming deals.

Key Performance Indicators (KPIs):

- Net Recurring Revenue (NRR)
- Net Promoter Score (NPS)
- Timely receivables collection

Candidate Profile:

- Experience:45 years (must include CSM/KAM/CRM roles)
- Industry:Supply chain domain (must), SaaS (desirable), Management Consulting (desirable)
- Education:MBA from Tier 1 institutes (preferred)
- Skills:
- Strong ownership and results orientation
- Excellent communication and interpersonal skills
- Effective collaboration with cross-functional teams
- Customer-first approach with business acumen

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