Manager - Customer Success (2-5 Yrs) Chandigarh (after-sales/customer Service)
2 days ago
- We are looking for a Customer Success Manager to help build customer loyalty and foster long-term customer relationships by ensuring that customers have a positive experience Your Roles and Responsibilities Customer Onboarding Assist new customers in the onboarding process helping them get started with the software Provide guidance and support during this crucial phase Product Expertise Develop a deep understanding of our SaaS product s staying up-to-date on new features and updates Use this knowledge to guide customers in leveraging the software to its fullest potential Account Management Own and manage a portfolio of customer accounts Monitor customer health and usage patterns identifying opportunities for upsell or cross-sell Customer Training Offer training and resources to customers to ensure they can effectively use the software This may include one-on-one training sessions or the creation of educational materials Customer Support Address customer inquiries issues and requests promptly Collaborate with the support team to resolve technical problems and ensure a positive customer experience Success Planning Collaborate with customers to develop and implement success plans Set clear goals and milestones to track progress and ensure the customer is achieving their desired outcomes Renewals and Expansion Proactively engage with customers to secure renewals and identify opportunities for product expansion Advocate for the customer within the company Feedback Collection Gather customer feedback on their experience with the software Share this feedback with the product development team to help improve the product Data Analysis Analyze customer data and product usage to identify trends areas for improvement and opportunities for increased engagement Customer Advocacy Encourage satisfied customers to become advocates for the company This might include participation in case studies testimonials or referrals Reporting Provide regular reports and updates to management on customer health usage and customer satisfaction Share insights and recommendations for improving the customer success process You Should Have - Bachelor s degree in a related field e g business marketing computer science - Previous experience in customer success account management or a similar role in the SaaS industry - Excellent communication and interpersonal skills - Strong problem-solving abilities and a customer-centric mindset - Ability to manage multiple customer relationships simultaneously - Proficiency with customer relationship management CRM software and data analysis tools - A passion for technology and staying up-to-date with industry trends ref updazz com
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