Customer Success Team Lead

2 weeks ago

Delhi, Delhi, India Zeca Tech Full time

About the Role

Zeca Tech is seeking a dedicated Customer Success Manager to play a pivotal role in our customer satisfaction and retention efforts. The ideal candidate will be responsible for fostering strong relationships with our clients, understanding their needs, and delivering solutions to ensure their success with our products or services.

Main Responsibilities

  • Client Relationship Management: Build and maintain strong relationships with clients through regular communication and interactions.
  • Needs Assessment: Understand customer needs and objectives to effectively address their requirements.
  • Guidance and Support: Provide guidance and best practices to customers to maximize their use of our product or service.
  • Usage Monitoring: Monitor customer usage and engagement, identifying opportunities to enhance customer success.
  • Collaboration: Collaborate with internal teams to address customer concerns and issues promptly.
  • Regular Check-ins: Conduct regular check-ins and business reviews with customers to assess and improve customer satisfaction.
  • Success Planning: Develop and implement customer success plans and strategies to drive value and renewals.
  • Product Feedback: Provide input to product development based on customer feedback and needs.
  • Upsell and Cross-sell: Identify upsell and cross-sell opportunities within our existing customer base.
  • Reporting and Updates: Prepare and deliver regular reports and updates on customer success metrics and status.
  • Industry Knowledge: Stay updated on industry trends and best practices in customer success management.
  • Escalation Management: Manage and resolve escalations and challenging situations with customers.
  • Customer Advocacy: Promote customer advocacy and referrals through exceptional service and support.
  • Event Participation: Participate in customer events, webinars, and user groups to drive customer engagement.

Requirements

  • Qualifications: Bachelors degree in Business, Marketing, or a related field.
  • Experience: Proven experience in customer success, account management, or related customer-facing roles.
  • CRM Knowledge: Strong understanding of customer relationship management (CRM) principles and practices.
  • Communication Skills: Excellent communication and interpersonal skills to build rapport with customers.
  • Data Analysis: Ability to analyze data and customer feedback to derive actionable insights.
  • Success Platform Proficiency: Proficiency in utilizing customer success platforms and tools.
  • Complex Relationship Management: Demonstrated ability to manage complex customer relationships effectively.
  • Problem-Solving Skills: Proactive problem-solving skills and a solution-oriented mindset.
  • Revenue Opportunities: Experience in identifying revenue opportunities within our existing customer base.
  • Collaboration: Ability to work collaboratively in a team environment to achieve customer success objectives.
  • Organizational Skills: Solid organizational and time management abilities to handle multiple priorities.
  • Strategic Thinking: Strategic thinking and ability to drive customer value through innovative solutions.
  • Industry Knowledge: Knowledge of industry best practices and trends in customer success management.
  • SaaS or Technology Industry Experience: Previous experience in SaaS or technology industry is preferred.
  • Certifications: Certifications in customer success or related areas are a plus.

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