Customer Success Manager

3 weeks ago

Delhi, Delhi, India InOrg Global Full time
About InOrg Global

InOrg Global is a leading provider of global growth solutions. Our mission is to empower organizations to achieve competitiveness through seamless integration of talent, technology, and strategic capabilities.

The Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Manager. As a key strategic role, the successful candidate will be responsible for providing market-leading service and ensuring our clients receive maximum value and seamless experience by enabling them to fully leverage their subscriptions and services on an ongoing basis.

Responsibilities

• Build strong, credible relationships with our clients by supporting them to optimize and maximize their return on investment (ROI) from our offering.
• Act as the voice of the customer internally and use this valuable feedback/insights to drive the customer experience.
• Actively organize and manage operational and strategic business reviews with our customers (MBRs, QBRs).
• Develop and maintain a deep understanding of our customer's business drivers and recruitment goals to steer activities to align with these.
• Monitor and measure customer satisfaction (CSAT) and take proactive action to remedy any concerns.
• Continually improve the knowledge of both InOrg Global's offerings and the customer's business/industry to ensure that you are delivering the best possible service.
• Communicate ROI and recommendations to our clients enabling growth and renewal.
• Internal stakeholder management: coordinating the service provided by sales, marketing, finance, and delivery teams.
• Strong business partner with sales to manage customer success metrics and expectations.
• Drive efficiency in our client relationships and demonstrate a tenacious spirit that is adaptable, doesn't accept the status quo, and won't allow the current landscape to be a blocker to driving long-term customer value.

Requirements

• Proactive, positive, self-starter, and team player with a skill of continually improving processes.
• Ability to work remotely in a team-based, collaborative environment and a passion for contributing towards organizational growth.
• Capability to communicate brand/products effectively and clearly both cross-functionally (sales, delivery, marketing) and to external customers over multiple media.
• Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer's ROI with our services.
• Ability to lead by example having good project management skills.
• Excellent presentation and meeting facilitation skills including small to medium groups.
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high-level customer satisfaction and retention in a fast-paced environment.
• Proven work experience as a Customer Success Manager or similar role.
• Technical skills required, as they relate to the use of the product or service.
• Undergraduate or postgraduate in any domain (preferably technical or marketing).

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