Leena AI - Customer Success Manager - Techno Functional (2-5 yrs)
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
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