Customer Success
2 days ago
Job Purpose
Responsible for a broad range of tasks such as maintaining ongoing customer relationships for Data center and cloud services by implementing cloud success programs, contributing to cloud sales, onboarding, and training clients, and minimizing churn. Responsible to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.
Role Description
Key Responsibilities
•Manage the day-to-day operations of a Customer Success for self and team for Cloud & Data centre Colocation.
•Take ownership and accountability for ensuring customer retention and growth, customer satisfaction, and contract renewals within the assigned customer portfolio
•Partner with Sales managers & BD to maximize account growth opportunities by playing a collaborative role on the account team and helping to drive incremental opportunities upon contract renewal
•Uncover and know any risk that threatens the customer's satisfaction, scalability, or renewal; conceive and execute mitigation plans for all risks.
•Follow and adhere to best practices for all internal processes including, but not limited to, Account Management, Enablement, Onboarding, Adoption.
•Drive financial and strategic targets for minimizing churn, positioning favourable terms, and boosting incremental revenue via up-sells, cross-sells, and add-ons
•Work closely with Sales head in defining/ re-define/ fine-tune current strategic account plans including areas for improvement, and opportunities
•Identify gaps/risks early and establish mitigation strategies (both technically & with regards to resources)
•Evaluate project requests to create cost estimates and resource plans for the customer success function
•Identify market trends, client pain points, and client buying behaviours & create value propositions that respond to the client's value drivers
•Hands-on experience in designing and implementing strategic processes/playbooks
Qualifications and Experience
EDUCATIONAL QUALIFICATIONS: (degree, training, or certification required)
BE/B-Tech or equivalent with Computer Science or Electronics & Communication or Electrical Engineering
MBA-Marketing is preferred
RELEVANT EXPERIENCE: (no. of years of technical, functional, and/or leadership experience or specific exposure required)
•15+ years of experience in a customer-facing role with at least 4 years in Customer Success for cloud/DC Sales
•Proven strategic consulting, project management, client relationship management, team management & planning experience in IT services.
•Experience of servicing complex technology products
•Empowered to take accountability for Customer's success and overall service and support relationship.
•Experience of at least 3 years of directly managing a high performing team or Hire, build the customer success team from the ground up
•Solid communication skills - competent at providing clear and concise guidance through emails, over the phone, or in person with a casual and confident tone
•Ability to develop, implement, monitor, and drive customer success account plans; manage a portfolio of multiple customer projects running simultaneously; manage accounts in "steady state" or "maintenance mode"
•Obsessed with Quality Outcomes, NPS scores, CSAT scores.
-
Customer Success
3 weeks ago
Powai, India Larsen & Toubro Full timeJob Purpose Responsible for a broad range of tasks such as maintaining ongoing customer relationships for Data center and cloud services by implementing cloud success programs, contributing to cloud sales, onboarding, and training clients, and minimizing churn. Responsible to provide insights on client-to-business interactions, improve customer experience...
-
Customer Success Intern
1 week ago
Powai, Mumbai, Maharashtra, India LineupX Full time**Customer Success Intern: Chart Your Success Journey with Us!** Are you a student or recent graduate eager to dive into the dynamic world of Customer Success? If you're passionate about learning, driven by curiosity, and ready to be a key player in shaping customer satisfaction, this internship opportunity is your gateway to gaining hands-on experience in...
-
Customer Success Intern
2 weeks ago
Powai, Mumbai, Maharashtra, India LineupX Full timeAbout LineupX: LineupX is an advanced AI-Powered SaaS platform designed for ed-tech companies, revolutionizing their placement processes. Our platform helps high-growth ed-tech companies and Training and Placement organizations streamline their placement workflow and connect with thousands of potential employers. Recognized as a high-potential startup by...
-
Customer Success Executive
7 days ago
Powai, Mumbai, Maharashtra, India LineupX Full time**Customer Success Job Description** **Location: IIT Bombay, Mumbai** **Job Type: Full-Time, Work from office** **About Us**: LineupX is an advanced AI-Powered SaaS platform designed specifically for ed-tech companies, revolutionizing the way they manage and enhance their placement processes. Our platform serves as a powerful tool for high-growth ed-tech...
-
Customer Success Associate
14 hours ago
Bandra, Maharashtra, India, Mumbai BHIVE Workspace Full timeRole Overview: We are seeking a motivated and detail-oriented Customer Success Associate to support BHIVE’s Customer Success team. This is an excellent opportunity for a fresh graduate to gain hands-on experience in client relationship management, customer engagement, and retention strategies while contributing to our mission of delivering exceptional...
-
Customer Success Manager
14 hours ago
Mumbai, Maharashtra, India, Maharashtra Karix Full timeJob Role: Customer Success ManagerL ocation: MumbaiRole Summary: You will play a pivotal role in ensuring our enterprise customers achieve maximum product value and satisfaction. Your primary focus will be on the customer’s transition from sales prospect to active product user. You'll enhance customer retention and boost their lifetime value by proactively...
-
Customer Success
2 hours ago
India Pearson Full timeLevel 3 Escalation calls. - Directly liaising with the US (United States) and EMEA (Europe, Middle East and Africa) lines of business. - Prepare client reports. - Act as an escalation point for service-related problems. - Promote client programs and products. - Determine additional opportunities and possible operational trouble areas. - Input accurate...
-
Customer Success
1 week ago
Bengaluru, India Simbian Full timeJob Description Role Overview As Simbian's Customer Success Manager (CSM) for strategic accounts, you'll be the primary liaison for our largest and most important customer post-sales. This high-impact role blends elements of Customer Success, Technical Account Management, and Supportability Product Management. You will drive customers onboarding, champion...
-
Customer Success Manager
1 week ago
india Responsive Full timeAbout Responsive Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee...
-
Customer Success
2 weeks ago
Chennai, India PurplePond Financial Planners Full timeJob Description Job Title: Executive Customer Success Location: Chennai T.Nagar (Work from Office) Experience: Fresher / 1-2Years Experience in Investment/ Insurance/ Customer Co-ordination Company Overview: PurplePond is a customer centric, principle-oriented company committed to providing comprehensive 360-degree financial planning solutions to our...
