Customer Success Manager - SaaS Platform

With the focus to aid better decision-making for businesses, our client acts as a platform which aggregates as well as analysis data. They do so by extracting, curating, categorising, analysing and presenting data, especially to various financial institutions. They work as a fintech company providing B2B as well as B2C solutions.

Founded in 2008, our client is headquartered in Bangalore. In terms of funding, they have raised a total of, approx., $126M over 3 rounds. Currently they serve, approx., 50+ customers across 18 countries. Their clientele includes Axis Bank, Aditya Birla Capital, Edelweiss, Kotak Mutual Fund, etc.

As a Customer Success Manager, you will be responsible for increasing client adoption of the company's suite of products.

What you will do:

- Developing deep functional and technical know-how on the company's suite of products

- Providing technical consultancy to customers

- Educating newly on-boarded customers on functional and technical aspects of the company's products

- Ensuring successful on-boarding of new customers

- Managing multiple implementation projects running in parallel by interacting with internal & external stakeholders

- Assessing and analyzing client key performance indicators to identify strategic opportunities and client educational needs

- Identifying the needs within the client organization and recommending new product or service offerings and developing a plan to drive maximum utilization of the company's products

- Cultivating strategy based on products owned, client structure, and adoption issues

- Contacting clients, identifying and performing assessments and creating action plans to improve product usage

What you need to have:

- 5-10 years of prior experience in technical marketing of products/ solution consulting

- Ability to produce structured BRDs, and write functional specification

- Excellent verbal and written communication skills - the ability to communicate to a variety of audiences across business function and level and tailor messages appropriately

- Ability to interact with client/ prospects day in day out

- Industry expertise - BFSI (banking and financial) segment or experience in service companies that are in BFSI vertical - A MUST

- Direct customer interaction/ engagement management/ program management exp a must

- Flexibility in travel - might have to travel to client locations as you grow in the system and take on larger prospects/ clients/ role (Mostly day trips)

- Experience handling in person interactions with clients and not on remote basis

- Ability to understand technology terms and willingness to learn high-level concepts

- Understanding of REST, Webservices and SOAP well

- Experience with Business Intelligence tools would be a plus

- Flair for evaluating alternatives and deciding plan of action