Customer Success Manager
1 month ago
Title: Customer Success Manager
Role Description
Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you we would love you to be on-board and nurture our customers
In conjunction with stellar technology and process, the Customer Success Manager will drive long term success and adoption as the primary interface to the customer.
Responsibilities
Work with customers to articulate desired business outcomes. Define an actionable customer success plan with clear objectives, stakeholders, milestones, risk, and metrics needed to achieve them.
Execute and track the customer success plan to fulfilment of outcomes.
Work with cross functional teams to own and ensure customer deployments are completed quickly and efficiently.
Identify and/or develop upsell and cross-sell opportunities.
Own customer escalations and liase with internal teams to get it resolved on priority.
Continually assess customer progress toward stated goals and drive expected results in the areas of adoption, usage,business value, friction, and overall relationship
Engage regularly with customers via strategic and operational discussions.
Be the customer’s advocate and lead feature/issue resolution priorities/negotiations and initiatives with internal teams such as Product management, Product engineering, Customer support and Sales.
Identify and facilitate training programs that will improve product knowledge, product usage, process know-how in the customer teams.
Define, measure, and improve operational metrics and track through dashboards and operational reviews for effective CSM operations.
May require working in client time-zones (for US/Europe clients) for an extended period of time.
Desired Candidate Profile:
Strong mix of relationship management, strong analytical, business and technical skills.
Delivery related (pre-sales, solutioning, delivery management or customer account management) experience preferably in the Cybersecurity/SaaS/hi-tech products.
Ability to internalize the product offerings and can discuss solutions, benefits and trade-offs with the enterprise customers.
Ability to build, maintain and leverage strong relationships with Business and Technology Decision Makers within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on our products.
Experienced at account management & growth through farming.
Experienced at leading presentations and discussions with customer’s senior management teams
Qualifications & Skills:
Bachelor’s degree from Top institutes. MBA preferred.
Excellent organization and project management capability,
Excellent communications skills, both in written and verbal communications, with the ability to deliver effective presentations, group facilitation and one-on-one consultation is a must
Self started, self motivated, flexible and results driven.
Experience using Salesforce and other CS Tools
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