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Senior Relationship Builder

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Chennai, Tamil Nadu, India beBeeCustomerSuccessManager Full time ₹ 15,00,000 - ₹ 25,00,000
Customer Success Manager

We are seeking a highly skilled and experienced Customer Success Manager to join our organization. The ideal candidate will have a deep understanding of customer support methods and be able to drive greater business value and satisfaction.

The Customer Success Manager will be responsible for nurturing relationships with our high-value customers, driving onboarding and product adoption, and delivering technical leadership. This role requires strong communication skills, ability to learn new technologies quickly, and experience in technical customer-facing roles.

About the Role:

  • Nurture trust with customers by ensuring we keep our commitments and addressing customer issues promptly.
  • Manage customer expectations and facilitate activities as agreed upon.
  • Learn our product at a deep level and help customers do the same.
  • Understand how our customers define their own success with our product and help them work toward that success.
  • Provide proactive guidance and creative solutions to address customers' business problems and goals.
  • Represent the customers' voice during internal discussions and projects.
  • Be the point of contact for customers and key stakeholders on complex issues.
  • Lead knowledge management across products and customers.

Key Responsibilities:

  1. Build Trust: Ensure we keep our commitments and address customer issues promptly.
  2. Customer Expectations: Manage expectations and facilitate activities as agreed upon.
  3. Product Expertise: Learn our product at a deep level and help customers do the same.
  4. Customer Success: Understand how customers define their own success and help them achieve it.
  5. Guidance and Solutions: Provide proactive guidance and creative solutions to address customers' business problems and goals.
  6. Customer Voice: Represent the customers' voice during internal discussions and projects.
  7. Complex Issues: Be the point of contact for customers and key stakeholders on complex issues.
  8. KM Across Products: Lead knowledge management across products and customers.

Requirements:

  • Working knowledge of CRM Applications like Salesforce/JIRA/Zoho/Freshdesk/ZenDesk etc.
  • Knowledge of SAAS Applications.
  • Experience with delivering technical pitches and providing on-demand training to users.
  • Ability to quickly learn, understand, and work with new emerging technologies, methods, and solutions for customer support and success.

Qualifications & Experience:

  • 6 to 9 years of experience in technical customer-facing roles - customer support, customer success, presales and post sales consulting and technical services.
  • Bachelor's degree in Computer Science, Engineering, or equivalent practical experience.