Customer Success Manager - Enterprise SaaS Solution Firm

Role Description: Customer Success Manager

As a Customer Success Manager, you will be a powerful evangelist and advocate who solves problems and identifies opportunities on behalf of the customer and their client. The Customer Success Manager is focused on driving active usage and business transformation with their leading accounts. The Customer Success Managers bring to their customers a unique mix of technical and business acumen, an ability to influence decision makers, and experience driving logistics-transformation programs. As a key driver for their rapid growth in the Enterprise market, Customer Success Managers bring the experience to work with the world's leading companies as well as entrepreneurial attitude and drive.

What will you do :

- As Customer Success Manager you will be a champion to distributed enterprises of all sizes, across the target market, helping them understand the power of their platform and features, at scale.

- As Customer Success Manager, you will work closely with the Sales teams to advise and guide a wide variety of customers, during the sales process, during the trial-periods, and post-contract, ensuring they launch them successfully, adopt it widely and are continually driving business value from them.

- You'll work closely with customers to discover their business needs and challenges and then coach them on the best ways to solve them.

- You will work closely with the Account Executives, and Client's Champions, to draft business cases, and presentations to Client-side management teams, provide input into their such plans, and help them to identify areas where existing processes can be improved through them.

- You will also create and update training material, and conduct training sessions and webinars on their Best Practices, for users at all levels in Client organizations.

- Part coach, project manager, consultant and product expert, the Customer Success Managers are continually focused on helping their customers improve their logistics operations and be successful with them.

Responsibilities :

1. Empathize with every aspect of the customer experience, putting customers- needs first.

2. Design and drive documents and processes for customer success.

3. Guide and coach customers, users, and Account Executives with a dedicated customer success processes, to drive adoption and active usage within key accounts.

4. Travel and meet with key stakeholders and executive sponsors onsite to discover and understand their needs and help them develop on-boarding and go-live process.

5. Coach customers to be product experts and train their teams on their methodologies and processes so they become increasingly self-sufficient.

6. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty to in-turn ensure continued business from key accounts.

7. Identify common customer challenges and actively suggest better solutions.

8. Design processes to deal with customer queries in a systematic manner

9. Support their Sales and Account Executives to help them be more effective.

10. Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

11. Craft customer on-boarding assets, adapt existing customer on-boarding assets and work with product marketing to refine existing and create new on-boarding assets.

12. Help drive customer references, up-sells and and case studies.

13. Be a trusted and knowledgeable advisor for customers- IT and logistics leadership

14. Manage and solve conflicts affecting the account

15. Ensure timely and successful delivery of their Solutions according to customer needs and objectives

16. Communicate the progress of an account plan internally and externally

17. Forecast and track key deployment and adoption metrics

18. Passionate about customer success and making life simpler with technology

Requirements -

- 5+ years of experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.

Or :

- 10+ years of experience in an execution-role in logistics, transportation and warehousing in a INR 5,000 Cr or higher revenue company, or F500, or managing a logistics budget of - 65 Cr INR

- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption

- MBA/ICWA/Economics Masters from a solid institution is a benefit

- Strong interpersonal skills and experience building strong internal and external relationships, and outstanding communication skills with everyone from drivers and transporters, to C-level executives

- Consistent track record of highly-professional customer service in a fast paced, dynamic environment.

- Working knowledge of developing project plans and delivering technology driven business transformations

- Diplomacy, tact, and poise under pressure when working through customer issues.