Customer Success Manager

Netradyne
harnesses the power of Computer Vision and Edge Computing to revolutionize the modern-day transportation ecosystem. We are a leader in fleet safety solutions. With growth exceeding 4x year over year, our solution is quickly being recognized as a significant disruptive technology. Our team is growing, and we need forward-thinking, uncompromising, competitive team members to continue to facilitate our growth.

Job Title – Customer Success Manager (Mumbai)
Experience – 8+ years of experience

Location – Mumbai

Primary Responsibility:
The primary responsibility of a CSM is to ensure that customers benefit from using our devices and achieve their key success metrics.

Onboarding:

• Assist customers in getting started with the solution by providing comprehensive guidance, training, and support during the initial implementation phase.

Relationship Management:

• Develop and maintain strong relationships with customers, acting as their primary point of contact (POC).
• Understand their needs, goals, and challenges, and work proactively to address them.

Customer Adoption:

• Drive product adoption and usage by identifying and promoting key features and functionalities that align with customers' goals.
• Help customers maximize the value they derive from our solutions.

Customer Engagement:

• Foster engagement and build customer loyalty by conducting regular check-ins, providing updates on new features, conducting Quarterly Business Reviews (QBRs), and sharing best practices and industry insights.
• Be an active listener and address issues promptly.

Frequent Travel:

• Engage in frequent travel to meet with customers in person and accurately measure customer pulse and satisfaction.
• Use on-site visits to gather direct feedback and insights, strengthening customer relationships.

Renewals and Upsells:

• Collaborate with Sales teams to ensure customer renewals and explore opportunities for upselling and cross-selling products or services.
• Provide data and insights on customer usage and success metrics to support renewal decisions.

Risk Mitigation:

• Monitor customer health and identify potential risks that may impact their success or satisfaction.
• Offer additional training or support, escalate issues to appropriate teams, and provide personalized solutions.

Customer Advocacy:

• Represent customer needs and interests within the organization.
• Collaborate with cross-functional teams to drive customer-centric initiatives.

Customer Success Metrics:

• Track and analyze customer success metrics such as adoption rates, satisfaction scores, and revenue growth.
• Provide regular reports and insights to stakeholders.
• Develop and maintain a customer health dashboard to provide a visual representation of customer engagement, satisfaction, and risk levels.
• Prepare regular internal reports that summarize key customer health metrics and insights for stakeholders.
• Utilize data from the dashboard to proactively address customer needs and improve overall customer experience.

Continuous Improvement:

• Stay updated on industry trends, competitive landscapes, and customer needs.
• Share best practices with the team and contribute to the development of customer success processes.

We are committed to an inclusive and diverse team. Netradyne is an equal-opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.

If there is a match between your experiences/skills and the Company's needs, we will contact you directly.

Netradyne is an equal-opportunity employer.

Applicants only - Recruiting agencies do not contact.
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