Customer Success Manager

2 weeks ago

Hyderabad, India Cognizant Full time

Requirements :

·Minimum 4-5 years' relevant experience

·Willing to work in Night shifts

·80% work from office

·Location – Hyderabad

·Preferably working in a SaaS based company

·Should have had at least 2-3 years’ experience managing a portfolio max 50 customers with an ACV of min $1M USD.

Responsibilities (in brief):-

·Renewal Management (Contracts, negotiations)

·Risk identification and mitigation

·Identifying upsell opportunities

·Providing help, guidance and demos to customers

·Being customers' advocate internally - expedite issue resolution

Detailed Job Description:-

•Ensures high client satisfaction and account success

•Develop and Monitor Customer Value Plan through regular account reviews

•Drive product adoption and overall account health through coordination of critical escalations, reviewing aged Support tickets, advising on features, answering usage, product and workflow questions to ensure feature adoption, etc.

•Initiates and help prepare for, attend and participate in quarterly business reviews (B2B CSM owns QBR)

•Advocate for customer if they require additional support from other teams (ATS, Tamed.)

•Partner with Technical Account Manager when Services is purchased to entire 100% customer satisfaction Quarterback internal processes essential to client success based on predefined guidelines

•Ensure seamless client experience across implementation, product performance, and billing based on predefined guidelines

•Manage and resolve client escalations related to product performance, billing, and other operational issues as per given SOPs

•Fulfil client requests for basic product demos / calls

•Track client usage and adoption metrics including Revenue Support the client success sales cycle

•Execute standard renewals (i.e. renewals with no change in terms) and non standard renewals in coordination with LiveRamp personnel

•Track renewal timelines and leading indicators of churn (e.g. revenue contraction or change in customer health score)

•Identify gaps in people, process & technology that prevent clients from realizing value and communicating a plan for closing all gaps with leadership

•Partner with Commercial Team (AE, CL, MD) by coordinating internal efforts to develop customized solutions for upsell

•Identify and Advise Commercial Lead on upsell/ Expansion opportunities

•Negotiating Commercial Terms on Contracts

 #LI-VS5

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : May 02 2024

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