Customer Success Manager
4 days ago
Experience – 8+ years of experience
Location – Mumbai
Primary Responsibility: The primary responsibility of a CSM is to ensure that customers benefit from using our devices and achieve their key success metrics.
Onboarding:
- Assist customers in getting started with the solution by providing comprehensive guidance, training, and support during the initial implementation phase.
Relationship Management:
- Develop and maintain strong relationships with customers, acting as their primary point of contact (POC).
- Understand their needs, goals, and challenges, and work proactively to address them.
Customer Adoption:
- Drive product adoption and usage by identifying and promoting key features and functionalities that align with customers' goals.
- Help customers maximize the value they derive from our solutions.
Customer Engagement:
- Foster engagement and build customer loyalty by conducting regular check-ins, providing updates on new features, conducting Quarterly Business Reviews (QBRs), and sharing best practices and industry insights.
- Be an active listener and address issues promptly.
Frequent Travel:
- Engage in frequent travel to meet with customers in person and accurately measure customer pulse and satisfaction.
- Use on-site visits to gather direct feedback and insights, strengthening customer relationships.
Renewals and Upsells:
- Collaborate with Sales teams to ensure customer renewals and explore opportunities for upselling and cross-selling products or services.
- Provide data and insights on customer usage and success metrics to support renewal decisions.
Risk Mitigation:
- Monitor customer health and identify potential risks that may impact their success or satisfaction.
- Offer additional training or support, escalate issues to appropriate teams, and provide personalized solutions.
Customer Advocacy:
- Represent customer needs and interests within the organization.
- Collaborate with cross-functional teams to drive customer-centric initiatives.
Customer Success Metrics:
- Track and analyze customer success metrics such as adoption rates, satisfaction scores, and revenue growth.
- Provide regular reports and insights to stakeholders.
- Develop and maintain a customer health dashboard to provide a visual representation of customer engagement, satisfaction, and risk levels.
- Prepare regular internal reports that summarize key customer health metrics and insights for stakeholders.
- Utilize data from the dashboard to proactively address customer needs and improve overall customer experience.
Continuous Improvement:
- Stay updated on industry trends, competitive landscapes, and customer needs.
- Share best practices with the team and contribute to the development of customer success processes.
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