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19/11 Soumee Biswas
Senior Executive HR at Simplify360

Views:44 Applications:13 Rec. Actions:Recruiter Actions:9

Manager - Customer Success (2-3 yrs)

Mumbai Job Code: 244151

Job Description:

- Responsible for ensuring customer success and delight for the clientele.

- Expand our revenue in accounts through cross-sell and up-sell

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.

- Drive new business growth through greater advocacy and reference-ability

- Lead and Manage the Customer Success Vision from strategic/operational perspective

- Would be responsible to manage a team comprising Delivery/Support and Engagement

- Develop best practices and state of the art processes for customer lifecycle management

- Design, monitor and improve processes to track academic execution of the program

- Proactively innovate on the current delivery models to bring cost and process efficiency considering client requirements as appropriate

- Work effectively with internal stakeholders (Product and Sales teams) to identify product insights, opportunities for ensuring customer delight

- Develops strong customer relationship and executive stakeholder management

- Lead, Develop & Mentor a high performing team and culture of customer delight

- Identify market trends, insights and provide thought leadership internally/externally

- Develop and Monitor success metrics for organizing & measuring performance

- Ensure resolution of all customer issues and acts as point of contact for escalations for both internal/external stakeholders as and when needed

- Foster collaboration within team and across customer lifecycle

- Optimize & manage overall team strength to achieve financial goals while maintaining quality & customer experience

- Drive company-wide definition of ideal customer



Key Requirements :

- 2-4 years- experience in leading customer-facing organizations in SaaS.

- Hands on experience in handling customer on-boarding, training, maintaining relationship and understanding customer empathy.

- Understand customer's problem and providing the solution around it.

- Strong sense of customer satisfaction.

- Strong empathy for customers AND passion for revenue and growth

- Analytical and process-oriented mindset- Demonstrated desire for continuous learning and improvement- Enthusiastic and creative leader with the ability to inspire others

- Excellent communication and presentation skills- Master's degree in management or Program Management

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