Leena AI - Customer Success Manager - Techno Functional

What You- ll Do

- Gather requirements from clients, Suggest Product Solutions, coordinate with other teams to ensure seamless Implementation

- Own the ultimate responsibility for customer enrollment. Be prepared to field any questions related to the product offering.

- Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support.

- Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using the best product fit.

- Work with internal cross-functional teams (product, sales, marketing, product marketing, support etc.) to ensure customer's issues/solutions are addressed

- Review on-going product usage, account health, risks assessment, upsell/cross-sell, industry trends, customer trends, and competitor landscapes

- Provide actionable insight to decision-makers to influence strategy and performance

- Ability to effectively prioritize and execute tasks in a fast-paced environment

- Manage overall customer success to ensure high retention and renewal rate.

- Act as a bridge between company and client.

- Measure customer engagement and execute strategies to drive maximum ROI.

- Identify opportunities for customers to act as Leena.AI advocates (e.g. testimonials, case studies).

What We are Looking For

- Confident individual who is highly motivated and results oriented

- Experience in Customer Lifecycle Management

- Ability to converse with senior customer stakeholders

- Desire to work in fast-paced, challenging environment

- Excellent communications skills with the ability to manage challenging conversations in a professional manner

- Listening to customers, probing for business process pains and opportunities, to meet or exceed their expectations

- Methodical Approach

- Good presentation skills

- Active listener and effective communicator

- Ability to prioritize and demonstrate relentless discipline in achieving goals

- Proven ability to influence others and lead customer engagements

- Strong ownership, the bias for action and willingness to role-up your sleeves

- Comfortable in a startup environment with the ability to pivot quickly and wear multiple hats in a dynamic setting.

Technical Experience

- Background in Technology Services

- Performed work within the relevant technology realm in a project or Managed Service delivery capacity previously

- Understands the implication of change though the implementation of technology to the business

- Detailed understanding of organizational structure, delivery requirements and services provided within practice domain of expertise

- Expert use of MS Office Suite and CRM (Freshdesk, Zendesk, Salesforce)

- Strong structural work methods, multitasking and time management skills

- Excellent problem solving and assertive consultative skills

- Excellent project management skills

- Experience with API- s

- Demonstrated experience in business process analysis