Customer success manager

3 weeks ago

Delhi, India YourTribe Full time
We are looking for passionate, energetic and results-oriented individuals to join our team as a Customer Success Manager (CSM). The Customer Success Manager (CSM) is expected to manage the customer experience for a specific group of customers and help grow and maintain revenue. CSM is the Customer’s Advisor who serves as a key point of contact and as a liaison between the customer and the various departments within business.
The key deliverables are:
The CSM will understand the customer's business needs to ensure customer satisfaction and encourage continued long-term relationship.
Help identify opportunities where our solutions fit their ongoing business strategy.
Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback.
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
Represent the voice of the customer to provide input into every core product, marketing and sales process.
Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support.
Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
Skills and Qualifications
Experience working with large enterprise customers.
Exceptional communication skills, highly organized, collaborative and detail oriented.
Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.
Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.
Excellent communication and interpersonal skills.
Flexible approach, able to operate effectively with uncertainty and change.
Driven, self-motivated, enthusiastic and with a “can do” attitude.

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