Customer Success Manager

3 months ago

Pune, India valueaddsofttech Full time

JobOverview

The Customer SuccessManager (CSM) is responsible for ensuring that customers achievetheir desired outcomes while using the companys products orservices. This role involves managing customer relationshipsdriving customer satisfaction and retention and identifyingopportunities for growth within the customer base. The CSM acts asa trusted advisor to customers helping them realize the full valueof their investment and fostering longtermpartnerships.


Responsibilitiesand Duties

CustomerRelationship Management:

Developand maintain strong longlasting relationships with key stakeholderswithin customer organizations.

Act as the mainpoint of contact for customers addressing their needs and concernspromptly and effectively.

Conduct regularcheckins and business reviews to assess customer satisfaction andidentify areas forimprovement.

Onboarding andImplementation:

Oversee theonboarding process for new customers ensuring a smooth andefficient transition to the companys products orservices.

Provide training and resources to helpcustomers understand and utilize the producteffectively.

Collaborate with implementationteams to ensure customer requirements are met and projects arecompleted on time.

Customer SuccessPlanning:

Develop and executecustomer success plans that align with customer goals andobjectives.

Monitor customer progress and provideproactive guidance to ensure they are on track to achieve theirdesired outcomes.

Identify potential challengesand develop strategies to mitigate risks and drive customersuccess.

Customer Retention andGrowth:

Monitor customer healthmetrics such as usage engagement and satisfaction to identifyatrisk accounts and opportunities for upsell orcrosssell.

Develop and implement strategies toincrease customer retention and minimizechurn.

Identify opportunities for expanding thecompanys footprint within existing accounts and work with salesteams to drive growth.

Responsible forRenewals.

Feedback andAdvocacy:

Gather and analyzecustomer feedback to identify trends issues and areas forimprovement.

Advocate for customers internallyworking with product support and development teams to address theirneeds and enhance the customer experience.

Fostera community of customer advocates who can provide testimonials casestudies and referrals.

PerformanceTracking and Reporting:

Track keyperformance metrics related to customer success such as NetPromoter Score (NPS) Customer Satisfaction (CSAT) and CustomerLifetime Value (CLV).

Generate regular reportsand dashboards to communicate customer success performance tointernal stakeholders.

Use data and insights todrive continuous improvement and optimize customer successstrategies.


Qualifications

  • Education:Bachelors degree in Business MarketingCommunications or a related field.
  • Experience: 35years of experience in customer success account management or arelated field with a proven track record of managing customerrelationships and driving customer success.
  • Skills: Strongcommunication and interpersonal skills proficiency in usingCustomer Relationship Management (CRM) software and experience withcustomer success tools andmetrics.


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