Customer success lead

10 hours ago

Bengaluru, Karnataka, India Petronas Full time ₹ 15,00,000 - ₹ 30,00,000 per year
About Job

As a Customer Success Lead at Ats-test, you will play a pivotal role in driving customer advocacy and ensuring clients realize value from our product portfolio. With a solid understanding of tech and exceptional communication skills, you will manage multiple stakeholders, drive engagement with customers at key points in the customer journey, and get them onboarded and adopted on our products. Your primary goal will be to foster long-term relationships with our clients, identify business needs, and translate them into opportunities for growth and retention.

Your ability to demonstrate ROI to both technical and executive audiences, coupled with your experience in customer lifecycle management, will make you an ideal candidate for this role. If you are a skilled communicator with a passion for customer success, we encourage you to apply for this position.

Skills & Qualification

  • Team Management and Leadership: Ability to manage multiple priorities, prioritize tasks, and lead cross-functional teams to achieve business objectives.

  • Effective Communication: Excellent verbal and written communication skills, with the ability to engage with customers, technical teams, and executive audiences.

  • Problem-Solving Abilities: Ability to identify business needs, process gaps, and translate them into opportunities for growth and retention.

  • Project Management: Experience in managing multiple projects, prioritizing tasks, and meeting deadlines.

  • Analytical Skills: Ability to analyze customer data, identify trends, and make data-driven decisions.

  • Customer Centric Approach: Focus on delivering exceptional customer experiences, understanding customer needs, and identifying opportunities for growth and retention.

  • Technical Proficiency: Solid understanding of tech, with experience in complex technology products and business environments.

  • Bachelor's Degree: A degree in a relevant field, such as business administration, marketing, or communications.

  • 5-10 years of Experience: A minimum of 5-10 years of experience in customer success, customer-facing roles, or related fields.

Responsibilities

  • Manage multiple priorities for enterprise and strategic customers, ensuring seamless onboarding, training, and adoption.

  • Onboard and train customers for effective platform usage, delivering personalized product demos and webinars.

  • Identify risks and implement mitigation strategies for retention and growth, collaborating with AE/Renewals teams for seamless renewals.

  • Lead quarterly/monthly reviews, offering best practices and guidance to customers, and fostering customer advocacy within your portfolio.

  • Collaborate with cross-functional teams, including sales, marketing, and product, to drive customer success and growth.

  • Develop and implement customer success strategies, leveraging data and analytics to inform decision-making.

  • Provide exceptional customer support, responding to customer concerns, and resolving issues in a timely and professional manner.

  • Stay up-to-date with industry trends, best practices, and product updates, applying this knowledge to drive customer success and growth.

  • Foster a customer-centric approach, prioritizing customer needs, and delivering exceptional customer experiences.

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