CSM Manager

2 weeks ago

Noida, India Kovaion Consulting Full time
In Kovaion, Customer Success Managers (CSMs) / Solution Architect form the backbone of Project Delivery & Customer Retention. They are responsible for building strong relationships with customers, ensuring customers get the most value out of our services, and ultimately driving customer retention and growth. This unique role combines the strategic relationship management of a Customer Success Manager (CSM) with the project execution expertise of a Project Manager. You'll be responsible for ensuring customer success throughout the entire lifecycle, from onboarding to ongoing optimization.

We’re looking for a Customer Success Manager (CSM) with a passion for driving value, creating impact, and helping clients succeed — specifically in the Oracle Fusion HCM space.

Job Responsibilities:

Acting as a trusted advisor, understanding customer needs and goals
Ownership of multiple project accounts
Proactively identifying and resolving customer(s) issues
Handling the Project Team and ensuring Project Deliverables
Monitoring customer health and proactively addressing churn risk
Tracking key customer success metrics and reporting on progress
Educating customers on best practices
Work directly with the Project Team to plan and execute scheduled activities.
Create and execute project work plans and revise them as appropriate to meet changing needs and requirements.
Actively monitor and track progress toward objectives and project scope,
Plan and schedule project timelines and milestones.
Identify tasks and resources needed, assign individual responsibilities, and manage resources on assigned tasks.
Facilitate team and user meetings effectively.
Ensure project documents are complete, current, and stored appropriately.
Identifying upsell and cross-sell opportunities to increase customer lifetime value

Required Experience:

8 - 12 Years' experience working in Oracle Landscape.
Strong communication and interpersonal skills
Ability to build trust and rapport with customers
Excellent problem-solving and analytical skills
Proactive and resourceful approach
Deep understanding of the company's product or service
Customer-centric mindset
Proven experience in customer success or project management (or both)
Strong understanding of project management methodologies (e.g., Agile, Waterfall)
Excellent communication, interpersonal, and relationship-building skills
Ability to manage multiple priorities and deadlines in a fast-paced environment
Proactive, resourceful, and data-driven approach to problem-solving
Deep understanding of the company's product or service
Strong interpersonal skills.
Strong track record of meeting project objectives.
Ability to adapt to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.

This role is ideal for a highly motivated and organized individual who thrives in a customer-centric environment. You'll have the opportunity to wear two hats, driving project success while fostering long-lasting customer relationships (it involves 80% delivery and 20% sales)

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