Customer Success Manager

Role & responsibilities :-

Tech Onboarding & Integration

• Conduct product demos for CRM, Gen AI , and new features for city and regional teams.
• Ensure tech onboarding post-mandate go-live within defined TAT.
• Coordinate with Tech teams for seamless integrations and configurations.

Adoption, Access & Usage Monitoring

• Drive high adoption and engagement across all teams using tech platforms.
• Monitor usage metrics; flag and fix adoption gaps across mandates.

Issue Resolution & Escalation Handling

• Act as the single point of contact (SPOC) for tech-related issues during onboarding and throughout the sales cycles.
• Log, track, and coordinate resolution of issues with tech and support teams.

Stakeholder Management & Communication

• Work closely with city heads, sales managers, and mandate teams to align expectations and priorities.
• Disseminate SOPs, feature updates, and enablement materials.
• Support in managing expectations and updates during escalations.

New Feature Enablement & Gen AI Implementation

• Drive go-live for Gen AI modules (Leads, CP, Calls) across mandates.
• Deliver customized demos aligned with campaign use-cases.
• Support internal and client teams in campaign calendar planning, execution, and optimization.

Campaign Execution & Performance Analysis

• Set up and manage Gen AI campaigns end-to-end, including journey logic, segmentation, and message formats.
• Analyze campaign performance read rates, CTRs, engagement levels.
• Share actionable insights and performance reports regularly.

Reporting & Performance Reviews

• Share weekly updates on tech adoption, onboarding status, and campaign impact.
• Support in preparing monthly/quarterly reviews of tool effectiveness and TAM team performance.
• Maintain dashboards for Gen AI usage and adoption across cities.

Skills & Qualifications

Must-Have:

• 24 years of experience in a Technical Account Management / Product Support / Client Solutions role
• Strong understanding of CRM tools, marketing automation platforms, and campaign management
• Excellent communication and presentation skills for conducting demos and reviews
• Strong stakeholder management capabilities
• Analytical mindset with comfort in reporting and deriving insights from campaign or adoption data
• Ability to work across teams and manage multiple projects simultaneously
• Hands-on experience with tools like Excel, PowerPoint, and dashboards

Preferred:

• Prior experience in PropTech, SaaS, or enterprise onboarding environments
• Exposure to Salesforce, Freshworks, or similar platforms
• Familiarity with data visualization tools (e.g., Looker Studio, Power BI)