Customer Success Manager/Client experience Manager

2 days ago


Pune, Maharashtra, India Icertis Full time

Role & responsibilities

  • Ensure that customers are highly engaged, knowledgeable, and successful in their platform adoption and business objectives/goals
  • Drive high customer engagement that results in platform adoption, contract renewals, and revenue expansion
  • Develop senior customer relationships and aim to serve as a trusted advisor
  • Proactively identify, forecast, and mitigate revenue churn
  • Develop customer specific plans to accelerate value creation from the platform leading to customer renewals and platform expansion
  • Identify expansion and cross sell revenue opportunities within existing customers
  • Maximize customers use of Icertis platform and increase customer's knowledge of platform's capabilities
  • Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
  • Work cross functionally with Icertis Leadership teams to deliver customer success
  • Build action plans to remediate NPS feedback to increase reference-ability across the global customer base
  • Develop tools and processes to accelerate customers adoption of Icertis platform capabilities
  • Built tools to quantify the value realized from adopting the Icertis platform
  • Be subject matter experts with broad and deepknowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
  • Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
  • Demonstrate functional and platform expertise at customer and partner events.

Preferred candidate profile



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