Customer Success Manager

1 week ago

Noida, Uttar Pradesh, India Cilio AutomationFactory Full time

Key Responsibilities

  • Customer relationship management:
     Build and maintain strong, long-term relationships with key customers and stakeholders to ensure a high level of satisfaction.
  • Onboarding and implementation:
     Guide new and existing clients through the onboarding process, from product setup and training to successful implementation.
  • Product adoption and value realization:
     Act as a product expert, helping customers effectively utilize Path Infotech's solutions and demonstrate their value. This involves understanding the client's business goals and aligning them with the company's offerings.
  • Client retention and growth:
     Proactively identify opportunities for upselling and cross-selling additional services, ultimately driving renewals and increasing revenue.
  • Issue resolution and advocacy:
     Act as the primary point of contact for clients, managing escalations and collaborating with internal teams to ensure timely and effective resolution of issues. You will also act as a customer advocate to communicate feedback to product and development teams.
  • Performance tracking and reporting:
     Monitor customer health and key performance indicators (KPIs) and provide regular reports to both internal and external stakeholders.

Qualifications and skills

  • Experience:
     Previous experience in a customer-facing role, such as customer success, account management, or consulting, is essential. Experience in the SaaS, technology, or B2B industries is preferred.
  • Education:
     A bachelor's degree in business, marketing, or a related field is typically required, though relevant experience is highly valued.
  • Communication skills:
     Exceptional communication, presentation, and interpersonal skills are necessary to build rapport and effectively convey information.
  • Analytical skills:
     The ability to analyze customer data and usage trends to identify areas for improvement is important.
  • Problem-solving:
     Strong problem-solving and conflict-resolution abilities are crucial for managing customer challenges effectively.
  • Soft skills:
     A customer-centric mindset, empathy, and strong relationship-building capabilities are key to success.

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