Customer Success Manager
1 month ago
Responsibilities:
Monitor customer activity & alert when one-to-one customer engagement is needed : Perform data-driven analysis to identify target customers considering journey stage, segment, and persona. Alert Icertis team members (Customer Success Managers, Account Directors, and others) when they need to engage with target customers. Communicate with Icertis team members to provide recommended engagement activities and relevant customer analytics for target customers. Monitor and drive completion of customer engagement activities by Icertis team members. Execute digital adoption campaigns : Identify digital adoption campaign topic areas based on data-driven insights. Engage with subject matter experts to drive the creation and curation of scalable adoption campaign content. Deliver scalable content via one-to-many channels such as webinars, email campaigns and office hours. Engage, coordinate, and collaborate with Marketing to execute digital adoption campaigns. Promote campaigns internally with Customer Success Managers, Account Directors, and others. Monitor customer engagement of digital adoption campaigns. Measure and report on the efficacy of digital adoption campaigns via reporting and analytics. On-demand content delivery : Partner with Icertis subject matter experts to identify existing adoption content and requirements for additional content. Curate content created by subject matter experts to contribute to the Icertis virtual customer community. Create and maintain customer-specific portals with curated content and experiences. Collaborate with Customer Success Operations to track, measure, and analyze data to show impact of Customer Success programs and engagements. Continuously fine-tune existing processes and pilot new programs to enhance the customer journey. Utilize Gainsight, Salesforce, Power BI , Excel and other enterprise tools to complete day to day responsibilities. Other responsibilities as assigned. Travel: Not Expected, Reporting to Pune Office(14:00 – 22:00 IST). Degrees: Bachelor’s degree.
Experience:
5 - 8 years Customer Success, Marketing, or Operations experience. Experience working with Salesforce, Customer Success Platforms (Gainsight, Totango, etc.) or BI tools. Strong analytical and problem-solving skills to interpret customer data and influence stakeholder decision making through usage of tools such as Excel and Power BI. Experience leading 1:many meetings, training and monitoring user engagement to intervene proactively. Strong skills in verbal and written communications, project prioritization, and a strong ability to articulate and communicate strategies and plans.We have other current jobs related to this field that you can find below
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