Customer Success Executive
1 week ago
ManageEngine is looking for a relationship-focused individual who wants to build a career in Customer Success. In this role, you will manage customer relationships through their entire life cycle. We’re looking for superior people skills and a positive attitude. Additionally, you will build new customer relationships by reaching out to potential customers, managing your accounts, and collaborating with internal teams on initiatives to drive our Customer Success team forward.
**Roles and responsibilities**:
- Support customers via mail, phone, and live chat, acting as the primary point of contact.
- Gain a deep understanding of ManageEngine's IAM and cybersecurity products and work towards improving customer satisfaction.
- Analyze customer feedback to develop insights such as new feature requests, product performance, ticket issues, and product utilization inefficiencies.
- Engage in proactive customer interaction to provide strategic and tactical guidance to maximize the products' value to customers.
- Coordinate with internal cross-functional teams (product, sales, pre-sales, marketing, support, etc.) to resolve customer issues.
- Establishing a positive rapport with customers through friendly conversations (not just another boring business conversation), so that the following metrics can be improved:
- Renewal rate
- Product utilization
- Customer satisfaction (NPS and Health Scores).
- Checking in and following up with the customer regularly until the issue is resolved.
- Collect and share Customer Success stories to fuel case studies, testimonials, and internal communication.
**Requirements**:
- A flair for language - Excellent written and verbal presentation/communication skills in English.
- Excellent interpersonal and people networking skills. Ability to build effective relationships with customers.
- Passion for customer success and a deep interest in understanding customers' needs
- Enthusiastic about learning and understanding IAM and cybersecurity.
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Willingness to travel extensively when required
- Should be willing to work in UK (2 PM - 11 PM IST) and US Eastern (7 PM - 4 AM IST) shifts
**Extra Awesome**:
- 1 - 2 years of experience in a customer-facing role
- Experience in IAM/cybersecurity is a huge plus
- Proficient in data analysis and MS Excel
**Salary**: ₹400,000.00 - ₹1,000,000.00 per year
**Benefits**:
- Flexible schedule
- Food provided
- Health insurance
- Internet reimbursement
- Leave encashment
- Provident Fund
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Shift allowance
- Yearly bonus
**Speak with the employer**
+91 8939035785
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