Cartesian Consulting - Manager - Customer Success

CARTESIAN- JOB DESCRIPTION

Role: Customer Success Manager

Location: Bangalore/Mumbai

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

We have now forayed into the SaaS world with our first product SOLUS. SOLUS is a System of Intelligence that powers the micro decisions that a brand needs to make to communicate to its customers in a relevant manner. These micro decisions include product recommendations, reasons to talk, words to use, and timing and channel selection at an individual customer level. SOLUS comes pre-built with all the intelligence and expertise to enable this for brands within 4-6 weeks.

SOLUS was recently inducted into the 2021 cohort of the NASSCOM Deeptech Club. As a company we are obsessed about our people, our processes, our clients, and our commitment to their growth. We expect every single one of our people to display the greatest sense of ownership and pride in the work they do.

Were proud of what weve 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 dont have all the answers, but our joy comes from the exploration, and thats the kind of team we are.

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 doesnt go according to plan.

- Youre 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 :

- 4-6 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 & features to business needs.