Customer success manager

4 days ago

Noida, India SimplifyVMS Full time

About the CompanyAs a Customer Success Manager (CSM) at Simplify VMS, you will be responsible for driving customer satisfaction, retention, and growth by ensuring clients achieve maximum value from our Vendor Management Saa S platform. You will serve as a trusted advisor to clients, building strong, long-lasting relationships and ensuring successful platform adoption, efficient usage, and continued optimization.About the RoleYour primary goal will be to ensure that each client experiences ongoing success with Simplify VMS, leveraging its capabilities in Supplier Management Systems (SMS), Contingent Workforce Management, and Procurement to streamline operations and meet their business objectives. You will focus on maintaining high levels of customer engagement, proactive problem-solving, and identifying opportunities for upselling, cross-selling, and platform expansion. This role requires a mix of customer relationship management, product expertise, and technical proficiency to drive customer success throughout the lifecycle of their engagement with Simplify VMS.Responsibilities- Customer Onboarding & Adoption: Onboard new clients following successful implementation, ensuring they are well-equipped to begin using Simplify VMS effectively from day one.- Relationship Management & Strategic Guidance: Act as the main point of contact for ongoing client support, ensuring that clients feel heard, valued, and supported throughout their engagement with Simplify VMS. Be a trusted advisor by offering strategic guidance on optimizing the use of Simplify VMS to achieve business goals and improve operational efficiency.- Product Adoption & Value Realization: Drive platform adoption and usage by educating customers on new features, advanced capabilities, and best practices that align with their unique business processes.- Customer Health & Retention: Monitor client health metrics, including usage patterns, satisfaction scores, and overall engagement levels to identify early signs of dissatisfaction or potential churn risks.- Issue Resolution & Escalation Management: Serve as the primary escalation point for clients, working to resolve product issues, operational challenges, or technical concerns in collaboration with internal teams (support, product, engineering).- Training & Empowerment: Conduct regular training sessions, webinars, and workshops to empower clients with the knowledge and skills to maximize the value of Simplify VMS.- Client Advocacy & Feedback Loop: Serve as the voice of the customer, gathering insights, feedback, and suggestions, and sharing them with the product and engineering teams to drive continuous platform improvements.- Reporting & Metrics Management: Provide quarterly business reviews (QBRs) and ongoing reporting to senior leadership and clients on performance, KPIs, and the overall value delivered by Simplify VMS.- Expansion & Growth: Identify and drive expansion opportunities, including additional modules, integrations, and services that enhance the client’s use of the platform. Collaborate with the Sales and

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