Customer Success Partner - B2B Enterprise SaaS Products

POSITION/ DESIGNATION: Customer Success Partner

ORGANIZATION: A leading retail analytics products and customer experience engagement & management organization

EDUCATION: B.Tech+MBA

EXPERIENCE: 5-8 Yrs

OBJECTIVE:

- Responsible for seamless onboarding of our clients through collaboration with delivery teams

ROLES AND RESPONSIBILITIES:

- Set target based goals within delivery teams to meet/exceed service commitments

- Deploy comprehensive product training modules to ensure faster product adoption

- Maintain exceptional customer satisfaction levels by ensuring delivery teams are aligned to customer's requirements

- Drive periodic review meetings with clients to monitor SLAs and provide effective resolutions to existing/foreseeable servicing issues

- Build strong knowledge of industry & competition practices to improve product offering & customer experience

- Create customer processes, programs, and best practices for proper utilization of their products, including deployment tips and a blueprint.

- Gather customer feedback through surveys, interviews, and focus groups

- Design a community portal and run customer events

- Develop critical components to identify at-risk customers

- Handle product training as and when required and monitor product usage

COMPETENCIES AND EXPERIENCE:

- Customer facing roles with exposure to sales (5 - 8 years of experience)

- Ideal Career Graph: Technical Customer Support - Implementation Consultant- Customer Success-

- Knowledge of SAAS/web based products. Experience in SaaS cloud computing companies focusing on customer-life-cycle management will be preferred

- Client engagement abilities to hold technical discussions for understanding client expectations and recommend solutions: (Deploying a software solution; Technical issue resolution; Escalation management)

- Capabilities having independently worked on multiple projects across geographies and resolved customer escalations

- Conceptual competence: Ability to visualize business objectives and subsequently offer recommendations to clients to achieve it

- Relationship Management: Builds constructive relationships characterized by a high level of acceptance, cooperation, and mutual respect across all functions and clients

- Achievement Orientation: Tackle problems and take independent action, seek out new responsibilities, act on opportunities, generate new ideas, practice self-development.

- Problem Solving: Break down problems into smaller components, understand underlying issues, can simplify and process complex issues,

- Communication: Communicate well both verbally and in writing, create accurate and punctual reports, deliver presentations, share information and idea with others, have active listening skills

- Decision Making: Recognize problems and respond, systematically gather information, sort through complex issues, seek input from others, address root cause of issues, make difficult decisions timely

IMPORTANT OTHERS:

- Independent thinker with proven decision making skills in earlier roles

- Should have exceptional consultative skills, deep domain knowledge, detailed product knowledge, understand customer ecosystem