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14/09 Soumee Biswas
Senior Executive HR at Simplify360

Views:72 Applications:26 Rec. Actions:Recruiter Actions:0

Simplify360 - Manager - Customer Success (3-5 yrs)

Bangalore Job Code: 233486

ABOUT US:

Formed with the vision of helping brands in digital customer experiences, we believe that machine learning and AI will fundamentally transform omni-channel digital engagement. We are visionaries, data scientists, and coders. We are also customers who feel the pain of brands with disjointed customer experiences, with myriad product ecosystems to deal with the end

clients effectively.

We are the leading true omni-channel Digital Customer Experience Platform with a #beyondORM #beyondListening #takecontrol. We have been helping brands and enterprises to enhance their digital customer experience and gain insights through data & analytics. With our AI-driven conversation cloud and digital media command center, and real-time dashboards, we empower our clients #beyondsocial. We are headquartered in the US, have a physical presence in India and the US, and function through partners in the APAC region. Our product is sold in over 100 countries directly or through partners.

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:

- 3-5 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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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