Customer Success Manager

At Ennoventure, we are redefining the fight against counterfeit goods with our groundbreaking technology. Backed by key investors like Fenice Investment Group and Tanglin Venture Partners, we are ready to embark on the next phase of our journey.

Our aim? To build a world where authenticity reigns, ensuring every product and experience is genuine. Here, innovation moves fast, collaboration fuels success, and your growth isn't just encouraged—it's inevitable.

As the Customer Success Manager, you will act as one point of contact and trusted advisor, providing customers with expert guidance on our solution, helping them with adoption and ROI.
You will collaborate closely with multiple internal teams to address technical inquiries, help product usage, and offer concise explanations on our products' capabilities and potential applications. Your expertise will foster customer confidence and support customers to realize their business goals.

You will also be responsible for managing the end-to-end customer lifecycle, including pre-sales, onboarding, and account management. This role involves working with customers and internal teams across geographies to deliver effectively as a single point of ownership and the face of the organization to the customer.

The role's key deliverables will include query addressal, issue resolution, spearheading customer onboarding, managing customer churn, improving Net Promoter Scores, ensuring ROI realization by meeting customer KPIs, and monitoring the health of accounts based on predefined parameters. Additionally, you will maintain high engagement levels through monthly customer meetings, secure effective customer referrals, and facilitate the creation of case studies and interviews for the accounts under your care.

• Be a strong customer advocate by forecasting quality and delivery issues and driving organizational change using customer feedback.

• Develop a comprehensive and in-depth understanding of Ennoventure's suite of solutions, including their features, functionalities, and applications across various industries, addressing clients' needs, challenges, and objectives.

• Collaborate with the internal teams to understand customer requirements, including problem statements, user base, and GTM plans and address queries effectively.

• Document project details such as artworks, packaging specifications, substrates, printing technologies, device demographics and work with the product and delivery teams to develop tailored solutions that address specific client needs and challenges.

• Conduct technical presentations, demonstrations, and product walkthroughs for prospective customers to showcase the capabilities and features of our solutions.

• Collaborate with customers to design and execute proof of concept (PoC) and project implementations, including defining scope, success criteria, and out-of-scope elements and training their internal teams on solution usage and adoption.

• Spearhead customer onboarding and monitor quality and delivery timelines with effective stakeholder communication.

• Manage customer churn, Net Promoter Scores, and ROI realization as part of account management.

• Drive customer advocacy by fostering strong relationships with accounts under your management.

• Maintain high-touch engagement and two-way communication by setting up regular cadence meetings with customers and addressing their pain points.

• Ensure product delivery aligns with committed timelines, quality standards, and scope of work (SOW) by action as a liaison between internal teams and customer.

• Address and resolve ongoing customer issues and queries during and post-sale, serving as the primary point of contact for technical and business-related questions.

• Monitor scan activities, interface with print vendors, and manage project timelines.

Requirements
• Bachelor's degree in engineering or a related field is preferred

• Relevant experience in account management, presales engineering, or solutions consulting, preferably in the SaaS industry.

• Excellent communication and presentation skills, with the ability to articulate complex technical concepts to non-technical audiences.

• Proven track record of success in driving presales activities, delivering customer-focused solutions, and achieving account management targets.

• Experience with CRM and sales enablement tools such as Salesforce, HubSpot, or similar platforms.

• Familiarity with brand protection, anti-counterfeit solutions, or related domains is a plus.

• Highly organized, self-motivated, and proactive in nature.

• Strong attention to detail to ensure processes are captured accurately for varied customer deliveries.

• Proficiency in issue resolution and logical thinking, with the ability to break down complex problems into smaller, solvable components for efficient resolution

Benefits We believe that our people are the driving force behind our success, fueling big ambitions with bigger impact. We're building more than just a workplace, we're crafting a space where everyone feels seen, heard, and unstoppable. Here, you don't just thrive, you grow, innovate, and leave a mark that matters.

That's why we're committed to equipping you with the best: a Total Rewards Policy that integrates-

• Pay: A Competitive Salary that reflects your talent and drive

• Financial Reward: Performance-based Rewards that recognize your impact.

• Well-being: Comprehensive Health Insurance & Mental Health Programs to keep you at your best

• Learning: An ongoing investment in you and your skills.

• Personalized Development: Self-growth plans crafted to match your performance and career aspirations.

• Compensation Reviews: Regular reviews to ensure your value aligns with market trends

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