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Customer Success Manager

2 months ago

bangalore, India ZapCom Group Inc Full time
About Zapcom
Zapcom is a global Product Engineering and Technology Services company, specializing in bespoke, customer-centric solutions across industries like BFSI, e-commerce, retail, travel, transportation, and hospitality. Headquartered in the US, with a presence in India, Europe, Canada, and MENA, we excel in transforming ideas into tangible outcomes using AI, ML, Cloud solutions, and full-stack development.At Zapcom, we value accountability, ownership, and equality, empowering you to excel. We listen to your aspirations and provide the support needed to achieve them. Our diverse, collaborative culture ensures every voice is heard, driving innovation and business value. With global opportunities and expansion plans, now is the perfect time to join our team. Work on impactful projects that shape the future. Apply today and be part of something extraordinary
Roles and Responsibilities
Own overall relationship with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfactionEstablish a trusted and strategic advisor relationship to help drive continued value of our products and servicesMaintain and develop customer success strategies and best practicesCommunicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learningsMaintain existing customer success metrics and data as requiredServe as day-to-day contact for assigned customers, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting themReview the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goalsFacilitate interaction and workflow between project team members, including third- party service providers, to ensure deliverables are on timeCollaborate, problem solve, and/or strategize upcoming client meetings with team membersPrepare necessary documentation to demonstrate performance in C-Sat/NPS scores and to identify areas of improvement
Required Skills and Qualifications
5+ years of experience in customer management, account management, or customer success.Excellent verbal and written communication, strategic planning, and project management skillsAnalytical and process-oriented mindsetComfortable working across multiple departments in a deadline-driven environmentActive team player, self-starter, and multitasker who can quickly adjust prioritiesBachelor’s degree or Master’s degreeKnowledge of project management tools