Customer Success Manager - IT

We are hiring for Customer Success Manager with one of our client in Bangalore.

The Customer Success Manager (CSM) will be responsible for managing client's enterprise and strategic customers through their lifecycle as it relates to customer solution, implementation, adoption, renewals, and expansion. CSMs are responsible for customer success and building thriving customer relationships with all relevant stakeholders in the customer's organization. They also are responsible for penetrating the customer organization across the various lines of business, have business reviews and ensuring they grow into clients evangelist.

The position will be reporting to VP-CS.

An ideal candidate would have:

- 8+ years of relevant experience working in the field of customer success in a SaaS organization.

- Track record of driving customer success and aligning within complex customer environments at executive and department levels.

- Ability to understand customer requirements, suggest relevant solutions and act as a SME.

- Ability to develop success metrics related to customer problem statement and showcase ROI to the customer through monthly and quarterly business reviews.

- Build and develop strong and effective stakeholder relationship across the customer organization at different levels.

- Ensures adoption, renewals, meets agreed retention targets. Has the ability to identify opportunities for upsell/cross-sell to meet the agreed targets.

- Data-driven with a commitment to process; drive/track consistent engagement process.

- Ability to work in a fast-paced, entrepreneurial, results-oriented culture. Should be customer centric, collaborative, committed to excellence and have credence.

- Actively collaborate with Sales team to understand customer problem statement and own the

Roles & Responsibilities

- Actively collaborate with Sales team to understand customer problem statement and own the relevant solutioning. Act as an expert to present the right solution to make the customer successful and get the required buy-in from the customer.

- Establish and develop customer relationship within assigned accounts and ensure customer success.

- Drive adoption of Talview platform within assigned accounts through continuous increase in value leading to renewal and potential for new business.

- Work with Sales, Implementation and operations team to facilitate a seamless Customer on- boarding process and ensuring a smooth - go live- .

- Work with customers to design adoption programs aligned with Talview platform capabilities and ensuring that the agreed-on solution is being implemented to meet the Customers- business objectives and strategy. Works with the customer in baselining the success metrics and ensure that the customer is seeing continued value, ROI and has high level of satisfaction.

- Drive periodic governance calls with customers to update stakeholders on the status of projects,risks and bring to notice on any issues impacting the outcomes of the project to resolve.

- Document and minute the meetings.

- Drive customer renewals, proactively identifying and prioritizing resources and effort accordingto perceived risk, potential growth, strategic value and renewal timeframe.

- Closely monitor adoption rates of assigned Accounts; providing insight to Customers. Feed thisback to internal teams.

- Ensures customer renewals in a timely manner, meets agreed retention targets and identifies upsell/cross-sell opportunities to meet the agreed targets.