Role: Senior Manager - Customer Success

Location: Bangalore/Mumbai

Company :

We are Cartesian, a 12-year-old analytics firm. During this time, we've helped some of the largest brands across the globe unlock unprecedented value from their data.

What we've achieved is the envy of the industry - scale without institutional funding, domestic market dominance, consistent recognition as one of the best analytics firms in India and a team that straddles analytical and business thinking better than anyone else.

Our client list reads like a veritable who's who of companies at the cutting edge of decision sciences being applied for operational and revenue gains. Our greatest joy comes from not just having a valuable set of clients, but in them actively talking about us to their peers, partners and friends.

We are obsessed about our people, our processes, our clients, and our commitment to their growth. We've been known to say no- to opportunities that are not in line with our convictions. We've probably made frenemies along the way, for not shying away from what needs to be said. We make no bones that we expect every single one of our people to display the greatest sense of ownership and pride in the work they do. But we're also fair - we drive ourselves harder every day to create an enabling culture.

We're proud of what we've achieved, and our ambitions are far larger. Whats important for us is not just where we get to, but HOW we get there. Of course, we don't have all the answers, but our joy comes from the exploration, and that's the kind of team we are.

About SOLUS :

Solus is an AI enabled hyper personalized customer engagement solution at scale, which powers hyper-personalized marketing campaigns enabling a Segment of One strategy. It takes all the good that CRM has promised, and puts it on steroids, and it does it by getting the client to be truly Segment of One in the way they deal with their customers.

Solus is a System of Intelligence that sits in-between the client's systems of record, and Systems of Engagement. It forms the best possible action a client can take today, at an individual customer level, and sends out that recommended action with personalization fields to the messaging systems. With response data coming back in, Solus learns and improves its output, all the time.

SOLUS featured amongst the top three winners at Clarion Call 4.0 (2021), the annual startup contest run by the IIM Calcutta Innovation Park and has been inducted into the NASSCOM Deeptech Club for the 2021 cohort.

Please visit solus.ai to learn more about SOLUS.

Role Purpose: Your role is to lead Customer Success, Customer Retention and Expansion.

Key Responsibilities:

- Own ARR and Customer Success targets for Solus.

- Identify Customer Success Enablers and best practices for Solus.

- Drive exhaustive product module adoption with all clients.

- Managing all customer interactions and act as a voice for the customer to all internal Solus teams to enable better customer service.

- Leading the customer success team to build stronger client relationships, speedy resolutions, better adoption and retention.

- Drive high customer satisfaction, own Client NPS and ensure value to the client through Solus.

- Use product data to identify accounts that not full utilizing the product/likely to churn and proactively work to eliminate risk.

- Commercial Tracking and expansion of product revenue.

Desired Behaviour:

- You are a person of your word.

- You believe in the concept of FPR (First Person Responsibility).

- Your first instinct is to find a solution, not to find a suitable slot to lay the blame when something doesn't go according to plan.

- You're not intimidated by hierarchy and experience, but also appreciate what you need to do to be able to earn a seat at the table.

- You place a premium on human values as much as financial ones.

- You are Passionate about new technologies.

Skills and Experience :

- 7 - 10 years experience working with clients supporting a CRM/ SaaS Product.

- Experience in product tech consulting or product delivery set-up.

- Partner with the Sales, Development, Tech Support teams to ensure seamless onboarding and management of clients.

- Experience successfully managing customer engagements to completion and customer satisfaction.

- Understands how to deliver product efficiencies, owns metrics of a product business, and portfolio retention.

- Understands all components of product development, product road map and product boundaries.

- Strong ability to align technical concepts & feature to business needs.

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