Job Details - Manager - Customer Success
- Job Requirement:- Manager - Customer Success
- Location:- Mumbai, Delhi
- Basic Qualification:- 1+ years of Customer Success, Account Management, Customer Service, Training and/or Sales Experience
- Preferred Qualification:-
- MBA degree preferred
- Strong verbal and written communication skills and technical aptitude
- Excellent organizational, project management, and time management skills
- Experience analysing data, trends and client information to identify product or service growth opportunities
- Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up
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Job Description:- The Customer Success team retains SECURENS customers by making them incredibly successful with our products and data. As a Customer Success Manager, you will serve as the principal point of contact for multiple customer accounts. You will work with the sales team to make sure that new accounts are on-boarded effectively and that existing accounts have the resources, training/consulting and support to achieve a significant return on their Securens investment.
In this role, you will build strong relationships with the customer and also with teams across Securens, including the Sales, Support, Billing, Product, and Marketing teams. For the right candidate, this role is an opportunity to work as a trusted advisor to customers in a company that is changing the world by connecting talent with opportunity at massive scale.
- Responsiblities:-
- Serve as the primary post-sales point of contact. Assume overall customer adoption and escalation management.
- Support our renewals team via pro-active customer outreach leading up to renewal to identify risk and opportunity.
- Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value.
- Track customer activity to identify churn risk and work proactively via targeted outreach campaigns and training to eliminate that risk, while simultaneously identifying upsell opportunities when applicable.
- Maintain a deep understanding of our products and industry knowledge to be able to speak with customers about the most relevant features/functionality for their specific business needs.
- Serve as the voice of the customer and provide internal feedback on how Securens can better serve its client base.
- Work with customers to reduce and/or expedite technical, billing or purchase related escalations and help facilitate proper ownership and resolutions.
- Document all communication with users and accounts accurately and in a timely manner via system tools. Ensure that issues are escalated appropriately to appropriate internal departments and management.