Customer Success Manager Principal Duties and Essential Responsibilities : - Provide ongoing account management to a set of named accounts. This includes being a primary contact for questions and special requests, managing critical situations including oversight of critical support issues, point of escalation for customer concerns, and pro-active communication of customer specific information. - Host monthly meetings (or more frequent meetings if agreed upon with customer) to review Support cases, review monthly support metrics and other topics deemed important for the customer. - Provide each customer a monthly status report. - Ensure that critical support cases have defined action plans and the customer clearly understands the plan and the agreed upon timelines. - Tactically manage and strategically position both company and customer to drive the optimal balance of goals and customer advocacy. - Proactively make recommendations to reduce the risk/impact of potential problems. - Assist the Account Executive (AE) and the Professional Services Director (PSD) by providing monthly status reports and by ensuring the AE and PSD are aware of all critical situations for assigned accounts. - Work with Support leadership on any identified process changes that would improve overall customer satisfaction for customers. - Liaison with other functional areas as needed to address customer needs or requests. - Conduct at least one face to face customer meeting each year. - Achieve high customer satisfaction ratings from surveys delivered to assigned accounts. - Maintain and expand working knowledge of solutions. Minimum Requirements : - Bachelors degree in a technology discipline or related field, or equivalent experience - Minimum of 5 years overall experience in a customer facing role including 3 years in a technical support center and/or 2 years in an account management capacity - 3+ years of experience with an enterprise software provider - Strong technical aptitude and demonstrated ability to communicate using standard IT and software terminology - Ability to effectively and successfully handle customer service issues and conflict situations - Ability to learn and retain knowledge on new applications and use the knowledge in daily interactions - Excellent written and oral communication skills - Ability to read and understand SOWs, contracts and other legal documents - Ability to comprehend and communicate technical information to technical and non-technical audiences, and explain impact in business terms - Ability to create and present executive level presentations - Ability to prioritize and drive issues to a successful resolution on behalf of the customer - Demonstrated ability to multi-task and act quickly under pressure - Proven ability to increase and sustain exceptional customer satisfaction results - Demonstrated ability to utilize tools such as MS Office Suite and CRMs - Willingness and ability to travel up to 20%, occasionally at short notice - Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations - The ability to obtain the necessary credit line required to travel Preferred Requirements : - Experience with the installation, support, usage, or administration of software - Previous experience with Oracle CRM and/or ERP solutions - Enterprise application professional services experience - Contact center operations experience - Project management experience / PMP certification - Resource management experience - Application Managed Services operations experience - Knowledge of telecom systems (CTI, PBX, VOIP)

Bangalore

Customer Success Manager - IT 

Customer Success Manager - IT  ,Job Description for Customer Success Manager - IT  in Strategic Talent Partner in  Bangalore for (14-25) years of experience. Apply Now!

Job Description for Customer Success Manager - IT  in Strategic Talent Partner in  Bangalore for (14-25) years of experience. Apply Now!