Customer Success Manager - IT

Responsibilities :

- Coordinate internal resources and third parties/vendors for the execution of implementation projects

- Management of customer expectations and be a focus point for customer service issues

- Ongoing post-implementation support and account management

- Ensure that all projects are delivered on-time, within scope and within budget

- Develop and run a detailed project plan to track progress

- Use appropriate verification techniques to manage changes in project scope, schedule and costs

- Measure project performance using appropriate systems, tools and techniques

- Report and escalate to management as needed

- Manage the relationship with the client and all stakeholders

- Establish and maintain relationships with third parties/vendor

- Help build processes and playbooks

- Contribute to knowledge based articles and videos for internal and external viewing

- Relationship focused client management, that aligns client and vendor goals for mutually beneficial outcomes

- Coordinate with various internal teams to build the right strategies to help the existing customer base

- Implement an effective strategy that results in decreased churn and increased upsell opportunities

- Focus on customer intimacy deliver business impact and innovative improvements by understanding our customers key business issues and opportunities

Requirements :

- SaaS experience essential, legal services experience desirable

- Solid technical background, with demonstrable understanding of software development and web technologies

- Excellent client-facing and internal communication skills

- Excellent written and verbal communication skills

Experience: 5+ years

Working days: 5 days

Location: Mumbai