Customer Success Manager

Company Profile:

We are hiring for a leading enterprise software firm with a global presence, revolutionizing customer engagement in 75+ countries for more than 1000 of the most recognized brands, including more than 50% of the Fortune 50. It has a 3500+ strong workforce and is valued at $4 billion, making it one of the fastest growing companies in the history of enterprise software. The company has developed a powerful, agnostic, and first-of-its-kind "social operating system" that integrates with an organization's existing infrastructure, allowing employees across the front office to collaborate more effectively and deliver superior customer experiences across every social channel.

Responsibilities:-

The Customer Success Manager is responsible for:-

Deliver Value:-

- Communicate the value associated with the investment in the company's platform.

- Ensure maximization of business value realized by the customer through consultative support, training, business reviews, and configuration optimization.

Establish and Build Customer Relationships :-

- Establish and nurture senior-level relationships built on trust, develop client champions, and identify key stakeholders.

- Become the customer's day-to-day strategic advisor who understands their business challenges and can communicate the positive business outcomes of working with the company.

Drive Adoption:-

- Empower customers to improve their end-customers' digital experiences and achieve business objectives through the adoption of the company's product.

- Develop a deep understanding of customer needs and tie them to specific product features, benefits, and value propositions.

Guarantee Retention and Grow the Business:-

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and cultivate company advocates to generate new business (upsell and cross-sell).

- Identify opportunities for customer references and case studies.

Account Governance:-

- Manage and track key performance indicators (KPIs) to ensure exceptional, predictable results.

- Calculate risk forecasts based on product adoption and close renewal, upsell, and cross-sell opportunities within assigned client accounts.

Manage Internal Stakeholders:-

- Be a customer advocate within the company, providing feedback to engineering teams to develop/identify new features & products.

- Work closely with multiple teams (sales, support, product specialists, services, etc.) within the company.

Requirements:-

- 2-7 years of experience in B2B SaaS/IT Service/Software customer success, account management, product management, or a strategic consulting organization.

- Deep product management experience with the aptitude to learn new products.

- Advanced analytical skills with proven competency in data tools and methodologies.

- Ability to interpret industry-specific trends across different verticals or lines of business.

- Bachelor's Degree in technical/engineering disciplines. For Non-B.Tech, MBA Degree preferred.

- Flexibility to work with customers in North America time zone (Night Shift).

- Excellent written and verbal communication skills, articulation skills, and a compelling executive presence. Multilingual skills would be a plus.

Why You'll Love Working Here:-

- The company offers a flexible work environment, unlimited vacation, and generous pay and benefits packages.

- It invests in its people and believes in having an honest, open environment and a supportive culture where risks can be taken together.

- The company is proud of its product, which is recognized as the most complete enterprise social technology in the world, and it has many of the world's largest brands as its clients.

- Hybrid work model.

- Cab Facility Available.