Senior Customer Success Manager

6 days ago

Delhi Kolkata Mumbai, India NetCom Learning Full time
Job Description

Job Overview:

The Senior Customer Success Manager (Sr. CSM) role is a strategic position within the Customer Success Team, designed to align closely with an assigned Sales Executive s portfolio. The Sr. CSM s primary objective is to ensure strong business retention and growth by driving customer success through data-driven engagement and insights across the customer lifecycle. This role involves managing customer relationships post-sales, from registration to driving repeat business. Key responsibilities include check-ins, evaluation reviews, upselling opportunities, and ensuring a seamless learner experience. The Sr. CSM must have a comprehensive understanding of NetCom s products and services to guide customers effectively in selecting the right training solutions.

Responsibilities:

- Serve as the primary relationship owner for assigned enterprise accounts in the POD, working collaboratively with Learning Consultants.
- Manage the full post-sales customer journey, including registration, classroom monitoring, usage tracking, and optimization.
- Leads strategic discussions to uncover opportunities with high-value learners and accounts. Focuses on larger or more complex upselling/crossselling opportunities
- Develop and execute strategies to minimize learner drop rates.
- Effectively manage the entire learner/accounts customer journey which results in customer increasing the investment with Netcom
- Proactively communicate with customers and internal teams to provide a feedback loop on our products and ensure the customers experience.
- Solve customer challenges by identifying gaps, proposing solutions, and mapping value against those solutions
- Monitor and document customer success stories, providing valuable insights to the Marketing and Operations teams.

Requirements:

- Bachelors degree Minimum
- Proven experience in a Customer Success or Account Management role, preferably in the IT Training Industry.
- Strong understanding of IT training technologies and trends.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to work collaboratively in a Sales POD Model.
- Results-oriented with a track record of meeting and exceeding client satisfaction and revenue targets (upselling and cross-selling)
- Proficiency in CRM tools and data analysis.

Key Attributes:

- Results-driven mindset with a passion for customer success.
- Strategic thinker who can identify opportunities and execute effectively.
- Collaborative team player who thrives in a fast-paced, data-driven environment

Role:Key Account Manager

Industry Type:IT Services & Consulting

Department:Sales & Business Development

Employment Type:Full Time, Permanent

Role Category:Enterprise & B2B Sales

Education

UG:Any Graduate

PG:Any Postgraduate

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