Senior Customer Success & Implementation Manager
GOCOMET INDIA · Mumbai · onsite · Posted 85d ago
About a minute. You'll make an account on the way through.
About this role
Key Responsibilities:
Project Implementation & Business Analysis:
- Lead and oversee the end-to-end project implementation lifecycle for new and existing clients.
- Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs.
- Develop and execute implementation plans, ensuring alignment with client objectives.
- Map customer processes (flow charts, SOPs) and align them with GoComet's solutions.
- Conduct gap analysis and provide recommendations to enhance operational efficiency.
Customer Success & Relationship Management:
- Serve as the primary point of contact for customers, ensuring seamless onboarding and adoption.
- Foster strong relationships with C-level executives (CXOs, COOs) and key stakeholders.
- Work proactively to identify challenges and provide solutions to optimize customer experience.
- Monitor customer health scores, ensuring product utilization and satisfaction.
Project Documentation & Reporting:
- Maintain detailed project documentation, ensuring clarity and compliance.
- Provide weekly/monthly project status updates to internal teams and clients.
- Track key project metrics, ensuring timely execution and quality delivery.
Process Optimization & Internal Collaboration:
- Identify areas of process improvement and implement best practices.
- Work cross-functionally with product, sales, and tech teams to drive innovation.
- Contribute internal process improvement initiatives and team knowledge sharing.
Key Performing Index:
- Customer onboarding & activation TAT
- Project implementation success rate
- BRD completion & approval timelines
- Customer engagement & product adoption rates
- CSAT (Customer Satisfaction) score
- Process improvement contributions
Sourced from iimjobs