Customer Success Manager

Purpose of the Role

• Ensure client satisfaction by addressing concerns effectively and resolving issues within the stipulated TAT.
• Drive client retention by building strong relationships and ensuring a positive, long-term customer experience.
• Identify potential areas for product improvement and enhancement based on client feedback, needs, and challenges.

Role & responsibilities

Client Onboarding

• Directly onboarding and managing our clients by being the single Point of Contact.
• Assigning clients their credentials and passing the clientele information to internal teams.
• Confirming that the clients have received the packages/licenses as per the sales deal.

Training and Development

• Train our clients to ensure that they can utilize our platform efficiently and without any hassle.

Relationship Building

• Build and maintain a positive relationship with our clients.
• Evaluate risk management for each client and proactively avoid client dissatisfaction.
• Conducting periodic meetings with customers to do a health assessment.

Problem Solving

• Resolve issues of customers starting with a root cause analysis all the way to executing the solution and monitoring progress.
• Providing doubt clearing sessions to our clients whenever needed.

Documentation

• Maintaining all necessary information in the CRM tool and ensuring authenticity of data.
• Keeping M.O.M's after client calls.

Reporting

• Create periodic reports for internal use in the organization.
• Provide data to concerned stakeholders whenever necessary.

Coordination

• Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering etc., and coordinate touchpoints as required.

Retention

• Work on retaining clients by ensuring maximum renewals.
• Evaluate risk management for each client and proactively avoid client dissatisfaction.
• Finding out ways to reduce churn rate.

Preferred candidate profile

• Have at least 2-7 years of experience in customer service/account management/customer success in a product based tech company.
• Strong problem-solving and analytical skills, with the ability to think strategically.
• Ability to explain complex technical concepts in business-friendly terms to customers. Must be able to communicate efficiently with stakeholders.
• Bachelor's degree in any field. A masters degree or MBA would be a plus.