Customer Success Manager
2 weeks ago
We are hiring for a Ed-Tech company based in Delhi.
Location: Delhi
Experience: 1-3 years
CTC: 3 - 6 LPA
We are seeking an experienced and proactive Enterprise Customer Success Executive to join our team. In this role, you will be the primary point of contact for our largest and most strategic clients, ensuring their success and satisfaction with our products and services. Your mission will be to foster strong relationships, drive product adoption, and deliver exceptional value to our enterprise clients.
Key Responsibilities:
Client Relationship Management:
Serve as the main point of contact for assigned enterprise clients.
Develop deep, strategic relationships with key stakeholders, including C-level executives.
Understand client goals and objectives, and align our solutions to meet their needs.
Onboarding & Implementation:
Oversee the onboarding process for new enterprise clients, ensuring a smooth transition and successful implementation.
Collaborate with internal teams to tailor the implementation strategy based on client requirements.
Product Adoption & Usage:
Monitor and drive product adoption to ensure clients are fully utilizing the features and benefits of our solutions.
Provide training and support to clients as needed, including creating and delivering tailored presentations and workshops.
Strategic Guidance & Consulting:
Offer strategic advice and recommendations to help clients achieve their business objectives using our products.
Proactively identify opportunities for clients to leverage additional features or services.
Customer Advocacy:
Act as the voice of the customer internally, providing feedback to product and development teams to influence product improvements.
Advocate for clients' needs and ensure their feedback is addressed in a timely manner.
Issue Resolution & Support:
Address and resolve any issues or concerns that arise, working closely with support and technical teams.
Ensure that service levels and client expectations are consistently met or exceeded.
Renewals & Upselling:
Manage the renewal process for enterprise accounts, ensuring high renewal rates and identifying opportunities for upselling or cross-selling additional products and services.
Work with the sales team to develop account strategies and growth plans.
Reporting & Analysis:
Track and report on key metrics related to client success, including product usage, satisfaction, and renewal rates.
Prepare and deliver regular business reviews to clients, highlighting achievements and areas for improvement.
Qualifications:
Experience:
Minimum of 1-2 years of experience in Customer Success, Account Management, or a related role, with at least 1 year focused on enterprise clients.
Proven track record of managing and growing relationships with large, strategic accounts.
Skills:
Excellent communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels.
Strong problem-solving abilities and a proactive approach to addressing client needs and challenges.
Deep understanding of enterprise software solutions and the ability to articulate complex concepts clearly.
Experience with CRM software and other customer success tools.
Education:
Bachelor’s degree in Business, Marketing, Technology, or a related field.
Advanced degrees or certifications in Customer Success or Account Management are a plus.
Other:
Ability to travel frequently as needed to meet with clients or attend industry events.
A customer-centric mindset with a passion for delivering exceptional service.
What We Offer:
Competitive salary and performance-based incentives.
Comprehensive benefits package, including health
Opportunities for professional development and career growth.
A dynamic and collaborative work environment with a focus on innovation and client success.
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