Customer Success Strategist

2 days ago

Ahmedabad, Gujarat, India Techify Solutions Pvt Ltd Full time

Job Title: Customer Success Strategist/Customer Relationship Manager/Program Head/Key Account Manager/Client Success Manager.

Employment Type: Full-time.

Experience Level: Mid-Senior Level.

Industry: CRM & Loyalty Management Software.

Job Overview:

We are seeking a seasoned Candidate to join our team as a Customer Success Strategist. As the primary point of contact for our clients, you will play a crucial role in helping them achieve their business goals through the successful use of our CRM and loyalty management platform. With a strong focus on relationship management, technical expertise, and problem-solving skills, you will be responsible for building and maintaining strong relationships with key stakeholders within client organizations.

Key Responsibilities:

  • Client Relationship Management: Build and maintain strong relationships with key stakeholders within client organizations.
  • Act as the primary point of contact for client queries, requests, and escalations.
  • Reporting & Analytics: Conduct gap analysis on key processes and provide actionable insights based on data captured from the CRM system.
  • Regularly review and analyze sales insights generated by the CRM to identify opportunities for improvement, process optimization, and client growth.
  • Share these insights with internal teams and clients to drive strategic decision-making and enhance overall customer success.
  • Service Delivery: Lead the end-to-end service delivery process for our clients, ensuring that the CRM and loyalty management platform is implemented according to client specifications and timelines.
  • Collaborate with cross-functional teams, including IT, project management, and customer support, to ensure that client needs are met with the highest level of quality.
  • Provide continuous support to clients post-implementation to ensure they fully utilize and benefit from the platform's features.
  • Proactive Support & Issue Resolution: Identify potential challenges early and work with internal teams to resolve issues promptly.
  • Ensure client satisfaction by addressing concerns proactively.
  • Business Driver Activities: Develop and execute initiatives that align with the company's strategic goals, such as increasing platform adoption, driving upsell and cross-sell opportunities, and expanding client relationships.
  • Collaborate with sales, marketing, and product teams to design and implement campaigns or programs that generate additional value for clients, ultimately contributing to increased revenue and long-term business success.
  • Team Management: Mentor, develop a team.
  • Foster a collaborative and high-performance culture within the team, ensuring that all team members are aligned with the company goals.
  • Set clear objectives, provide regular feedback, and support the professional growth of team members.
  • Ensure that the team is equipped with the necessary skills and resources to deliver exceptional service and achieve client success.
  • Customer Advocacy: Serve as the voice of the customer internally, providing feedback to product and marketing teams.
  • Advocate for client needs and help shape the future development of our platform.

Estimated Salary: ₹25 lakhs - ₹35 lakhs per annum.

Education: Bachelor's degree in Business, Marketing or a related field. A Master's degree is a plus.

Travel Requirements: This role involves frequent travel to client locations, including multiple days of travel plans.

Experience: 5+ years of relevant experience in customer success, account management, or a related field, preferably within the SaaS or technology industry. Proven track record of managing and growing client accounts in a B2B environment. Experience in CRM or loyalty management is highly desirable.

Technical Skills: Proficiency in using CRM software and other customer success tools. Ability to understand and explain technical concepts to non-technical users.

Communication & Interpersonal Skills: Excellent verbal and written communication skills. Strong interpersonal skills with the ability to build and maintain relationships at all levels. Experience in conducting business reviews and presenting to executive-level stakeholders.

Problem-Solving & Analytical Skills: Strong analytical skills with the ability to interpret data and make informed decisions. Proactive problem-solving abilities, with a focus on delivering solutions that benefit both the client and the company.

Project Management: Strong organizational skills with the ability to manage multiple clients and projects simultaneously. Experience in managing client implementations and driving project timelines.

Candidate Profile: Passion for customer success and a deep understanding of how to deliver value to clients. Ability to empathize with clients and advocate on their behalf. Experience: 6-8 Years.

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