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11/01 Nandini
HR executive at 3 Dots consultants

Views:28 Applications:16 Rec. Actions:Recruiter Actions:9

Manager - Customer Success (1-3 yrs)

Bangalore Job Code: 193380

As a Customer Success Manager, you will apply your skills to help your clients be successful in driving deployment and adoption of Conversational AI platforms for Customer Support. You will work with a high-performing, customer-obsessed, technical CSM team in the different regional markets. You are responsible and accountable for deployments, adoption, and renewals of our AI conversational platform offerings.

To be successful in this role you need to :

- 2+ years of experience in Customer Success or Account Management in a software company

- Demonstrate a history of success as a technical leader including technical consultant, pre-sales, technical account management, or equivalent

- Demonstrate operational leadership with vision, accountability, and deep understanding of client engagement

- Build and cultivate a culture for continuous growth and learning

- Create and maintain enduring trusted relationships at technical levels within the client's business partners and internal stakeholders

- Have a proven track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions

- Have handled difficult customers or situations and can demonstrate resolutions

- Foster a positive team culture and participate in team development including hiring, onboarding, career development, -and performance management

- Apart from possessing the above skillsets, our customer success manager should be able to:

Add Value :

- By educating the clients about the workings of our Dashboard, reporting structure, and other relevant features

- Drive New product feature Adoption via strategic meetings

- Aim for use cases served % achieved and work with leads to ensure staying on KPI track

- Gather product feedback/features that can help define the product roadmap

- Work/Brainstorm on engagement techniques to drive and market client bots on various channels

- Gather Quarterly Findings in 1 place 

- Create Quarterly Business Reviews and showcase value addition to clients every quarter-end

- Brainstorm relevant metrics to showcase at the client level

- Maintain optimum NPS, CSAT, and Customer Health Index

- Aid marketing team in the case study, gather client testimonials, work towards reviews

Renewals and Upsells :

- Strive to maintain renewal rate at >90% for your individual accounts

- Increase net dollar retention rate

- Meet Upsell Targets

- If you're looking to grow up the ladder, additionally to the above-mentioned points, here are some responsibilities/projects that can fetch you brownie points with your RM:

- Proactively identify gaps in process and work towards cementing those processes to make it a BAU

- Extend a helping hand to more than just CSM KPIs - hiring, projects, introducing new processes and structure, better practices for the team to follow, documentations, etc.

- Go above and beyond to lead by example, not by words!

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