Company Name : Smarter Homes

Job Role Title : Sr- CSM

Work From(Office/Home/Hybrid) : Office

Location : Bangalore

Language Preference : English

Experience : 5-8 Years

Budget : 10-13 Lakh

Notice Period : 30 days-Immediate

Mandatory Educational Requirement : Bachelor's degree/Master Degree.

Mandatory Skills Required : 5+ years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B/B2C/ SaaS/BaaS/FinTech/Bank/NBFC or Tech Product based company.

Responsibilities :

- Get involved in the entire customer lifecycle from on-boarding through the duration of their subscription period.

- Manage a team of 4-6 CSMs Provide product training to the team and customers to realize the potential of SH Products.

- Identify product usage gaps and provide actionable solutions to the customers

- Build value-based relationships with customers

- Conduct Strategic Business Reviews to understand customer lifecycle milestones, communicate the value of our product, and showcase ROI.

- Drive desired customer outcomes through a consultative approach

- Ensure customer retention by negotiating and closing subscription renewals

- Identify appropriate business use cases where SH products can be deployed

- Establish deployment goals and desired success outcomes and then develop a plan to carry them out successfully

- Communicate and brain-storm with the product/Project team on customer feedback and help refine product roadmap.

- Work with the marketing team to execute customer surveys, case studies, etc

- Identify and Process Success milestones for the customers

- Optimize existing processes within the company and actively enhance all Customer Success initiatives

Travel Local & Outstation : up to 60%

- Drive customer advocacy through reviews, testimonials, customer meetups; and Make a center of excellence within the customer's organization.

- Monitor accounts to identify outstanding subscription, investigate historical data for each outstanding bill, subscription, project execution payments, contact customers for their overdue payments, take corrective actions to encourage timely subscription payments or any other payment related to SH product and services, report on collection activity and accounts receivable status

- Service fee realization on MOM basis

You Must Have :

- Bachelor's degree/Master's Degree.

- Valid driver's license Two wheeler/four wheeler

- In this role you will have to work on Saturday and Sunday and compensatory off is available in weekdays

We value : 

- 5+ years of work experience in a high-touch Customer Success / Strategic Consulting role in a B2B/B2 SaaS/ BaaS/FinTech/ Bank/NBFC or Tech Product based company.

- Showcases exemplary written and verbal communication skills

- Has worked directly with Enterprise Customers

- Has an exceptional ability to communicate and foster positive business relationships

- Demonstrates a deep understanding of customers concerns and thoughts regarding the use of products

- Managed customers across different segments in the past and knows how to manage them differently

- Exhibits a true passion for customers and for Customer Success

- In this role you will have to work on Saturday and Sunday and compensatory off is available in weekdays

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