Customer Success Manager
3 months ago
JobTitle: Customer Success Manager
Location:Ahmedabad
Employment Type:Fulltime
ExperienceLevel: MidSenior Level
Industry: CRM & Loyalty ManagementSoftware
JobOverview:
- Candidateworks as Customer Success at LoMoSo you will be the key point ofcontact for ourclients helping them achieve their business goalsthrough the successful use of our CRM andloyalty managementplatform. You will work closely with clients to understand theirneedsprovide strategic guidance and ensure they are getting themost out of our services. This rolerequires a blend of technicalexpertise relationship management and problemsolvingskills.
KeyResponsibilities:
- Client RelationshipManagement: Build and maintain strong relationshipswith keystakeholders within client organizations. Act as theprimary point of contact for clientqueries requests andescalations.
- Reporting &Analytics: Conduct gap analysis on key processes andprovide actionableinsights based on data captured from the CRMsystem. Regularly review and analyzesales insights generated by theCRM to identify opportunities for improvement processoptimizationand client growth. Share these insights with internal teams andclients todrive strategic decisionmaking and enhance overallcustomer success.
- ServiceDelivery: Lead the endtoend service delivery processfor our clients ensuringthat the CRM and loyalty managementplatform is implemented according to clientspecifications andtimelines. Collaborate with crossfunctional teams includingITproject management and customer support to ensure that clientneeds are met with thehighest level of quality. Provide continuoussupport to clients postimplementation toensure they fully utilizeand benefit from the platform’s features.
- Proactive Support & IssueResolution: Identify potential challenges early andworkwith internal teams to resolve issues promptly. Ensure clientsatisfaction by addressingconcerns proactively.
- Business Driver Activities:Develop and execute initiatives that align withthecompany’s strategic goals such as increasing platformadoption driving upsell andcrosssell opportunities and expandingclient relationships. Collaborate with sales marketing and productteams to design and implement campaigns or programs thatgenerateadditional value for clients ultimately contributing to increasedrevenue andlongterm business success.
- Team Management: Mentor anddevelop a team. Foster a collaborative andhighperformance culturewithin the team ensuring that all team members are alignedwith thecompany goals. Set clear objectives provide regular feedback andsupport theprofessional growth of team members. Ensure that theteam is equipped with thenecessary skills and resources to deliverexceptional service and achieve client success.
- Customer Advocacy: Serve asthe voice of the customer internally providing feedbackto productand marketing teams. Advocate for client needs and help shape thefuturedevelopment of our platform.
Required Skills &Qualifications:
- Education:Bachelor’s degree in Business Marketing ora related field. A Master’sdegree is a plus.
Experience:
- 5 years of relevant experience in customersuccess account management or a related field preferably within theSaaS or technology industry.
- Proven trackrecord of managing and growing client accounts in a B2Benvironment.
- Experience in CRM or loyaltymanagement is highly desirable.
Technical Skills:
- Proficiency in using CRM software and othercustomer success tools.
- Ability to understandand explain technical concepts to nontechnical users.
Communication &Interpersonal Skills:
- Excellent verbal and written communicationskills.
- Strong interpersonal skills with theability to build and maintain relationships at alllevels.
- Experience in conducting businessreviews and presenting to executivelevel stakeholders.
ProblemSolving &Analytical Skills:
- Strong analytical skills with the ability to interpretdata and make informeddecisions.
- Proactiveproblemsolving abilities with a focus on delivering solutionsthatbenefit both the client and the company.
Project Management:
- Strongorganizational skills with the ability to manage multiple clientsand projects simultaneously.
- Experience inmanaging client implementations and driving projecttimelines.
CustomerCentricMindset:
- A passion for customersuccess and a deep understanding of how to deliver valuetoclients.
- Ability to empathize with clients andadvocate on their behalf.
Skills
Marketing, Written Communication, Relationship Management,Interpersonal Skill, Scala, Problem-solving Skill, OrganizationalSkills, Excel, Communication Skill, Organizational Skill, CustomerSupport, Account Management, Technical Skills, Strong Analytical,Interpersonal Skills, Saas
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